AccountId: 011433970860
ContactId: c1370272-7871-4398-99fa-d6242fda1bd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140639 ms
Total Talk Time (AGENT): 49401 ms
Total Talk Time (CUSTOMER): 60049 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/c1370272-7871-4398-99fa-d6242fda1bd5_20250408T14:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, good morning. I'm calling to get benefits for a patient, please.
[AGENT][NEUTRAL] OK, may I please have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] initial of my last name is [PII]. Callback number is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] It is, uh sorry, 01828730 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling in for benefits for this me? OK, go ahead.
[CUSTOMER][NEUTRAL] For outpatient.
[CUSTOMER][NEUTRAL] Yes, for outpatient hospital benefits.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you. What was your name again?
[AGENT][NEUTRAL] It is [PII]. Would you like for me to spell that for you?
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] It is spelled [PII]
[AGENT][NEUTRAL] [PII] last initial of [PII] and today's date will be used as the call reference.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome and thank you so much [PII] for verifying the policy for this member, it is no longer active. The term date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Is there one second let me check if I have another one.
[CUSTOMER][NEUTRAL] I know. Is there another policy under this number, maybe a different name or no?
[AGENT][NEGATIVE] No, this policy and this member is no longer active with us.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, perfect. Um, when did you say it was terminated?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK perfect have a great day thank you for your time.
[AGENT][NEUTRAL] Same to you. Thank you for calling American Public Life.
[CUSTOMER][NEUTRAL] Mm