AccountId: 011433970860
ContactId: beca3910-543a-4616-ba73-b6f191196e4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92540 ms
Total Talk Time (AGENT): 37920 ms
Total Talk Time (CUSTOMER): 38217 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/beca3910-543a-4616-ba73-b6f191196e4a_20250402T20:01_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling to obtain benefits for a member.
[AGENT][NEUTRAL] I can help you with that. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. Last name initial [PII]. Callback is [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] It is 01912737.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying the policy and you did say you're calling for benefits today.
[CUSTOMER][NEUTRAL] Yes, for outpatient services.
[AGENT][NEUTRAL] OK, it looks like uh this policy did cancel on [PII] and I do not show any other active policies with us.
[CUSTOMER][NEUTRAL] Are we able to do a search for the patient to see if maybe, or I'm so sorry, you said that there's no other active policy, right?
[AGENT][NEUTRAL] No, I did do the search to make sure they're not active under a different policy number.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] OK. All righty. No worries. I'll go ahead and follow up with the patient.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Um, no, that is all. Thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too. Bye bye.