AccountId: 011433970860
ContactId: b8e562c5-3e19-4f5d-9950-80f26810159b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103099 ms
Total Talk Time (AGENT): 32161 ms
Total Talk Time (CUSTOMER): 28312 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/b8e562c5-3e19-4f5d-9950-80f26810159b_20250530T17:06_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] Hello [PII], I'm just calling to verify coverage.
[AGENT][NEUTRAL] OK, may I have your name and then a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Mhm OK, member number 02356259.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Can I have that paper that was printed?
[CUSTOMER][NEUTRAL] His one pull up electronically. That's why I printed out. I don't know.
[AGENT][NEUTRAL] And may I have the member's first and last name and their date of birth?
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Mr. [PII] [PII].
[AGENT][NEUTRAL] OK, so for this member you will have to contact with TPA for their benefits. Are you ready for that information?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, that number is.
[AGENT][NEUTRAL] It is 866-975.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.