AccountId: 011433970860
ContactId: a112bc1d-e042-4722-a37f-e53a59c48c3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70330 ms
Total Talk Time (AGENT): 36767 ms
Total Talk Time (CUSTOMER): 31387 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/a112bc1d-e042-4722-a37f-e53a59c48c3d_20250410T13:28_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I just need to verify coverage.
[AGENT][NEUTRAL] Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] at [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number of the member that you're calling to verify coverage for?
[CUSTOMER][NEUTRAL] 02085598
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And [PII], you're calling to verify benefits and eligibility for medical or dental because this is the dental care, so you're calling.
[CUSTOMER][NEUTRAL] Medical.
[CUSTOMER][NEUTRAL] Oh well, I never did hear a medical line but yeah.
[AGENT][NEUTRAL] This policy
[AGENT][NEUTRAL] It's OK. I could still assist you, but I need to make sure that you weren't calling for dental. So the policy that you provided me with for [PII] has been terminated since [PII], [PII], and she has no actual policy here at American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, that's what I need to do there, [PII]. Thank you so much. Have a good day.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[AGENT][POSITIVE] Thanks for calling APL and have a great day. Good bye.
[CUSTOMER][NEUTRAL] Uh huh bye.