AccountId: 011433970860
ContactId: bafca93d-a3c0-4bc4-a433-ecb12311433b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121959 ms
Total Talk Time (AGENT): 50859 ms
Total Talk Time (CUSTOMER): 38838 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/bafca93d-a3c0-4bc4-a433-ecb12311433b_20250418T14:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. Uh, my name is [PII] with an outpatient center. I'm just calling to confirm a patient's ID number and um the start date of their coverage because we don't actually have their ID unfortunately.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yeah, that's uh [PII] and it's a secure line but there's no extension there.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you and.
[AGENT][NEUTRAL] Do you have a social for the patient?
[CUSTOMER][NEUTRAL] I do not have a social no, sorry.
[AGENT][NEUTRAL] OK, let's try to do a name check and what is the last name?
[CUSTOMER][NEUTRAL] At Portal, that's [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] I have [PII]
[AGENT][NEUTRAL] OK. And what is her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the information and you said you need her eligibility information and her policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, her policy number with us is 250-18007.
[AGENT][NEUTRAL] I show that her policy has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that's perfect. That's all I needed. I appreciate your help on that.
[AGENT][POSITIVE] You're welcome you have a wonderful weekend. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you, bye.