AccountId: 011433970860
ContactId: b5df603d-ed7e-4954-8aa4-d97d238d68cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113500 ms
Total Talk Time (AGENT): 29886 ms
Total Talk Time (CUSTOMER): 54305 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/b5df603d-ed7e-4954-8aa4-d97d238d68cf_20250128T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, I had a question about a patient's policy, um.
[CUSTOMER][NEUTRAL] What do you need the the
[CUSTOMER][NEUTRAL] Patient's name and date of birth.
[AGENT][NEUTRAL] I would need your name, a callback number, and then the policy number.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] My name's [PII].
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It is 01274644.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And the patient is [PII] [PII].
[AGENT][POSITIVE] And thank you [PII] for verifying the policy. How may I assist you?
[CUSTOMER][NEUTRAL] Um, is it a benefit here?
[CUSTOMER][NEUTRAL] Like how does it run, uh, does it run basically [PII]?
[AGENT][NEUTRAL] Yes, this is a per calendar year policy.
[CUSTOMER][NEUTRAL] Calendar year OK.
[CUSTOMER][NEUTRAL] And is there any way I could get um a fax back of benefits just so we can have an updated one?
[AGENT][NEUTRAL] May I please have the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Into the attention of [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I will get that submitted over to you. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That would be it, thank you so much.
[AGENT][POSITIVE] Alright. You're welcome and thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Alright bye.