AccountId: 011433970860
ContactId: c210751e-96df-475a-bfc2-2385a76d0968
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114099 ms
Total Talk Time (AGENT): 42777 ms
Total Talk Time (CUSTOMER): 37077 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/c210751e-96df-475a-bfc2-2385a76d0968_20250612T15:20_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] American Public Life, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was calling to verify if my patient is active with this gap insurance.
[AGENT][NEUTRAL] OK, may I have name and then a callback number?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII].
[AGENT][NEUTRAL] May I have your name, please?
[CUSTOMER][NEUTRAL] My name is [PII]. It's spelled [PII]
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] I have 02515502.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the patients coming in for an X-ray, so I just wanted to know if they're active.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[AGENT][NEUTRAL] And it does show that this policy you're welcome. This policy is currently active with the effective date of [PII]. Is there any anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] What's your name again?
[AGENT][NEUTRAL] It is [PII]. Would you like me to spell that for you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It is spelled [PII]
[AGENT][NEUTRAL] EKIA last initial of [PII] and today's date will be used in call reference.
[CUSTOMER][POSITIVE] Perfect, thank you for your help have a nice day.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Yeah.