AccountId: 011433970860
ContactId: c4df13a6-a487-4141-878b-83ea21180e96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106769 ms
Total Talk Time (AGENT): 38298 ms
Total Talk Time (CUSTOMER): 40751 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/c4df13a6-a487-4141-878b-83ea21180e96_20250408T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling. I have a patient that has American Public Life, um, miscellaneous insurance, and I need to verify eligibility.
[AGENT][NEUTRAL] OK, may I have your name and call back number?
[CUSTOMER][NEUTRAL] Um, [PII] and it's [PII].
[CUSTOMER][NEUTRAL] And do you need our tax ID number?
[AGENT][NEUTRAL] No, may I please have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 02137779.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're calling in for benefits and eligibility for this member?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, and is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] I just need to make sure that it's active and.
[AGENT][NEUTRAL] OK, and you're calling in for eligibility and thank you so much, [PII] for verifying the policy. It does show that it is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's it and what was your name again [PII]?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, and that's it thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Uh huh you too bye bye.
[AGENT][POSITIVE] Bye thank you.