AccountId: 011433970860
ContactId: bf041093-c403-4965-8f9c-c3949d16df73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119309 ms
Total Talk Time (AGENT): 50481 ms
Total Talk Time (CUSTOMER): 42971 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/bf041093-c403-4965-8f9c-c3949d16df73_20250513T15:44_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from uh Borland Grover, a specialist office.
[CUSTOMER][NEUTRAL] Um, I am calling to see if a patient is still eligible on their American Public Life plan.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. May I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Her date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, and the policy number that I have is 01719956.
[AGENT][POSITIVE] OK, thank you so much. Let me look that policy up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, I do show that this policy for Ms. [PII] is no longer active. The policy did terminate on [PII]. Let me check though to see if she has an active policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am. She does not.
[CUSTOMER][NEUTRAL] OK, thank you very much. Is there a reference number for the call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. I hope you have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.