AccountId: 011433970860
ContactId: bdc6b72f-2798-424a-80d4-01b4c16c262e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95360 ms
Total Talk Time (AGENT): 38610 ms
Total Talk Time (CUSTOMER): 41443 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/bdc6b72f-2798-424a-80d4-01b4c16c262e_20250502T14:05_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I couldn't hear you.
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was calling to see if this patient of insurance is still active, um.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Could I get your name and a callback number please?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] Thank you and the policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, it's 024.
[CUSTOMER][NEUTRAL] 842-08
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], how do you pronounce your last name?
[CUSTOMER][NEUTRAL] I, oh.
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you're calling for eligibility today. Uh, it looks like this policy is no longer active. It did cancel on [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] OK, you have a wonderful weekend. Thank you for calling APO.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.