AccountId: 011433970860
ContactId: c8ade298-8162-44b0-81ec-fb0d40ea5047
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85349 ms
Total Talk Time (AGENT): 34781 ms
Total Talk Time (CUSTOMER): 43980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/c8ade298-8162-44b0-81ec-fb0d40ea5047_20250214T14:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. What was your name?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] Uh, my name is [PII] I'm calling from AHF North Point or AIDS Healthcare Foundation. Just trying to verify active, uh, American Public Life.
[CUSTOMER][NEUTRAL] Eligibility for a patient customer.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, ma'am. And what's that policy number, please?
[CUSTOMER][NEUTRAL] 02094905 M like Mary L like Larry 8.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII]. My extension at that number is [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK. Um, I saw you had a policy with us, uh, effective [PII], but it terminated [PII] of this year.
[CUSTOMER][POSITIVE] Terms [PII]. OK, thank you so much, [PII].
[AGENT][POSITIVE] Yes, sir. Alright, you're welcome. Thank you for calling APL.
[CUSTOMER][POSITIVE] And have a nice Valentine's Day, bye.
[AGENT][NEUTRAL] Oh, you too, [PII], bye.
[CUSTOMER][NEUTRAL] Fix