AccountId: 011433970860
ContactId: bdc7a298-b579-48ec-a3b0-1fe7ca44df08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137669 ms
Total Talk Time (AGENT): 38438 ms
Total Talk Time (CUSTOMER): 54687 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/bdc7a298-b579-48ec-a3b0-1fe7ca44df08_20250325T14:26_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] Hi, good morning. I need to get verification and benefits for a patient, please.
[AGENT][NEUTRAL] May I have your name and call back number?
[CUSTOMER][NEUTRAL] My name is [PII] and callback number is [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, give me one second. The policy number.
[CUSTOMER][NEUTRAL] Is 01.
[CUSTOMER][NEUTRAL] 888
[CUSTOMER][NEUTRAL] 467
[CUSTOMER][NEUTRAL] M as in monkey, L as in lion, and the number 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And you're calling in for benefits for this member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Hospital patient?
[AGENT][POSITIVE] Thank you, I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] No, I still put the water.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And for this policy it is showing that it's no longer active. The term date is 61-24.
[CUSTOMER][NEUTRAL] OK, so she's no longer active with you guys?
[AGENT][NEUTRAL] Correct, since 61 of 24.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. And um what was your name?
[AGENT][NEUTRAL] It is [PII] with the last initial of [PII] and today's date is the call reference.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I hope you have a great day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life [PII]. You have a great day as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.