AccountId: 011433970860
ContactId: b78d5ff6-d67d-4dac-b910-920d84f07033
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111480 ms
Total Talk Time (AGENT): 35254 ms
Total Talk Time (CUSTOMER): 51363 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/b78d5ff6-d67d-4dac-b910-920d84f07033_20250130T17:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hello, how are you doing today?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] I'm doing fantastic today I'm just calling uh to see if I can speak to one about eligibility for medical.
[AGENT][NEUTRAL] OK, may I please have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Policy number is 02543928.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And that's 02543928?
[CUSTOMER][NEUTRAL] Oh, you want the, I'm sorry, you're talking about the policy is 02543929.
[AGENT][NEUTRAL] The policy number.
[AGENT][NEUTRAL] 29.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And could you repeat that date of birth for me please?
[CUSTOMER][NEUTRAL] Absolutely it's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for this policy it is showing that it's no longer active. The term date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] or 24 term.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.