AccountId: 011433970860
ContactId: d05f9185-92a7-4d79-9a7f-80ad111bc62c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117180 ms
Total Talk Time (AGENT): 45688 ms
Total Talk Time (CUSTOMER): 52570 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/d05f9185-92a7-4d79-9a7f-80ad111bc62c_20250505T17:10_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with that. Could I get um.
[AGENT][NEUTRAL] The call a callback number for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. Callback number will be [PII] with an extension [PII].
[AGENT][NEUTRAL] OK, thank you for that. What is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 1306725 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] My name will be [PII] or [PII] with date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you did say you were calling for eligibility today?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, I do show this policy is no longer active. Uh, it looks like it canceled on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. And uh [PII], may I know the date for the plan when the plan began?
[AGENT][NEUTRAL] Yes, hold one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I show the effective date for the policy.
[AGENT][NEUTRAL] Uh, was [PII].
[CUSTOMER][NEUTRAL] OK, it's um, it's, it is from [PII] or [PII] and got home on [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much for that. And since the member plan is no longer active, I have no more questions for you, [PII]. And that's all for today. Have a great day and stay safe.
[AGENT][POSITIVE] Oh, OK. You, you have a wonderful day yourself, [PII]. Thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] OK.