AccountId: 011433970860
ContactId: cb3e3dba-9c51-4a3e-94c9-b04cb146c7a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98059 ms
Total Talk Time (AGENT): 47036 ms
Total Talk Time (CUSTOMER): 41017 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/cb3e3dba-9c51-4a3e-94c9-b04cb146c7a1_20250102T22:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Memorial Health Care System. I just wanted to check if one of our patients is is still active with American Public Life.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 8872.
[AGENT][POSITIVE] Thank you for that. And then the policy number when you're ready.
[CUSTOMER][NEUTRAL] Oh sorry, um 01708211, M as in Mary, L as in lollipop 7.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy, oh, I'm sorry, I didn't even ask for the I'm sorry. Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] You're
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Alright, so the policy is active and it's been effective since [PII].
[CUSTOMER][POSITIVE] Perfect, thank you. Excuse me. OK, so [PII]. Great. Can you confirm your name again for me, please?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Sure, it's [PII] to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you and uh have a great day.
[AGENT][POSITIVE] You're awesome and thanks for calling APL. Is there anything else I can help with?
[CUSTOMER][POSITIVE] No, thank you. You've been great.
[AGENT][POSITIVE] All right. Well, thanks so much for calling and happy New Year.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.