AccountId: 011433970860
ContactId: c80132e6-fae6-4f5a-adc5-87c17a2f2b9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78260 ms
Total Talk Time (AGENT): 31288 ms
Total Talk Time (CUSTOMER): 29891 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/c80132e6-fae6-4f5a-adc5-87c17a2f2b9e_20250401T14:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, hi, good morning. I'm calling for Renafi.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] I have 1448907 M as in mom, L Larry, number 5.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility and benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And for this member, it is showing that they're no longer active. The term date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No ma'am thank you have a wonderful day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too bye bye thank you