AccountId: 011433970860
ContactId: d8340126-1da8-4911-9c10-c84121a986f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145199 ms
Total Talk Time (AGENT): 56497 ms
Total Talk Time (CUSTOMER): 57291 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/d8340126-1da8-4911-9c10-c84121a986f5_20250617T12:24_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], my name is [PII]. I'm calling to check the eligibility status of a patient and to see if pre-certification will be required.
[AGENT][NEUTRAL] I can verify eligibility, [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Yep, I have D as in dog 49200075.
[AGENT][NEUTRAL] That is not our policy number. Do you have the social security number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][NEUTRAL] And can I have the first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that did not pull up. Can you spell the last name for me?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] And [PII] is [PII]
[CUSTOMER][NEUTRAL] Um, it's actually gonna be spelled [PII] Oh, and actually I did find a different policy number. I don't know why they had it listed. We have 02615114.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And I'm sorry, what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective for.
[AGENT][NEUTRAL] [PII] and it is active, pre-cert is not required for these policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, policy. Alright. Do you happen to have a call reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect, thank you for your help.
[AGENT][POSITIVE] You're so welcome. Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thanks you too bye bye.