AccountId: 011433970860
ContactId: cade358d-8b86-42bf-ba3f-3b7f31c6573e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107419 ms
Total Talk Time (AGENT): 39727 ms
Total Talk Time (CUSTOMER): 44192 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/cade358d-8b86-42bf-ba3f-3b7f31c6573e_20250523T12:58_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, yes, I'm calling for benefits eligibility, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, of course, it's gonna be [PII]
[CUSTOMER][NEUTRAL] And the last initial [PII] and the policy number is 018.
[CUSTOMER][NEUTRAL] 00734 M as in Mike L as in Lima 8
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][POSITIVE] Yes, of course.
[CUSTOMER][NEUTRAL] It's gonna be for [PII].
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] So it looks like this policy is no longer active as of [PII], and there is no active policy on file.
[CUSTOMER][NEUTRAL] OK, [PII] it terminated.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, alrighty, that's all I needed and the reference number would be your name and today's date, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alrighty well I hope you have a great rest of your Friday and have a great week.
[AGENT][POSITIVE] Thank you for calling American Public Life. I hope you have a great weekend as well. Thank you.
[CUSTOMER][NEUTRAL] Weekend.
[CUSTOMER][POSITIVE] Thank you.