AccountId: 011433970860
ContactId: c2656a1c-3d0f-49cc-bdbf-56014c9ebc90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210699 ms
Total Talk Time (AGENT): 66307 ms
Total Talk Time (CUSTOMER): 86269 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/c2656a1c-3d0f-49cc-bdbf-56014c9ebc90_20250227T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I just want to check the age of care of the patient. Can you help me out, please?
[AGENT][NEUTRAL] I can verify your eligibility. [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes. Give me a moment, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] Uh, it is 02317825. M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you spell your name, please?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] May I have the patient's name? You're welcome. May I have the patient's name and date of birth?
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Patient's name is Orlando, Florida.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] [PII]. OK. Thank you so much.
[AGENT][POSITIVE] You're so welcome. Is there anything?
[CUSTOMER][NEUTRAL] Providing the correct mailing address.
[AGENT][NEUTRAL] The correct mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Mhm. Thank you so much, ma'am.
[AGENT][POSITIVE] You're so welcome.
[CUSTOMER][NEUTRAL] And uh provide me the your ID number, please.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] 0801. OK. Thank you. Patient group number?
[AGENT][NEUTRAL] Yes, it will be. Let me get that pulled up.
[CUSTOMER][NEUTRAL] My name is [PII], right?
[AGENT][NEUTRAL] That is correct. The group number is 16953.
[CUSTOMER][NEUTRAL] 16953, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, ma'am. Uh,
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Thank you so much, ma'am. And uh
[CUSTOMER][NEUTRAL] The patient has [PII], MID.
[AGENT][NEUTRAL] [PII] E D
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you, yes, ma'am. Thank you so much, ma'am. Have a nice day. Bye-bye. And uh uh you call reference number, your name and the date. Am I correct?
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][POSITIVE] Thank you. Have a nice day. Bye-bye, ma'am.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm