AccountId: 011433970860
ContactId: d00262b8-286c-463c-a29d-7c10998ee166
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81050 ms
Total Talk Time (AGENT): 37508 ms
Total Talk Time (CUSTOMER): 28822 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/d00262b8-286c-463c-a29d-7c10998ee166_20250623T13:37_UTC.wav
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[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for remember.
[AGENT][POSITIVE] Sure, I can assist you with that [PII]. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number that you're calling to verify benefits and eligibility for?
[CUSTOMER][NEUTRAL] 020699970 M as in Mike L as in Lima, the number 8.
[AGENT][NEUTRAL] Thank you, and [PII], what is that member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you, so you're calling to verify benefits and eligibility this policy terminated?
[AGENT][NEUTRAL] [PII] and the member has no active policy here at American Public Life.
[CUSTOMER][NEUTRAL] OK thank you can I just have your name and a reference number?
[AGENT][NEUTRAL] My name is [PII], and today's date is a reference, [PII], because unfortunately we don't provide reference numbers.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling ATL. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.