AccountId: 011433970860
ContactId: cd364170-5448-4d12-9252-276f562a582b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114339 ms
Total Talk Time (AGENT): 44411 ms
Total Talk Time (CUSTOMER): 39669 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/cd364170-5448-4d12-9252-276f562a582b_20250610T15:15_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 [PII], I am just calling to verify um eligibility for a member.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Mhm. My name is [PII]. Policy number is 01897873.
[AGENT][POSITIVE] Thank you, and [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] That's a direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective. [PII].
[AGENT][NEUTRAL] Let me verify, let's see.
[AGENT][NEUTRAL] Looks like [PII] was.
[AGENT][NEUTRAL] Dropped from the policy. Let me verify when.
[AGENT][NEUTRAL] Looks like she was no longer active as of [PII].
[CUSTOMER][NEUTRAL] [PII]. 0, OK, alrighty, well that is all I needed, [PII] is there a reference number for our call or do I just use your name?
[AGENT][NEUTRAL] It will be my name. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. That is all I needed.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.