AccountId: 011433970860
ContactId: da9762ee-59c2-49f7-812d-4bc146ba9227
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144229 ms
Total Talk Time (AGENT): 64602 ms
Total Talk Time (CUSTOMER): 65694 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/da9762ee-59c2-49f7-812d-4bc146ba9227_20250327T13:02_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, this is [PII]. I'm calling from a provider's office. How are you today?
[AGENT][POSITIVE] I'm great how are you?
[CUSTOMER][POSITIVE] I'm good. You're great for a Thursday morning, huh? because we're closer to Friday.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I have a question. I have a patient that gave me APL, but it's under maritime. Do you still do that?
[AGENT][NEUTRAL] I'm not familiar with maritime, but I'll look up the policy.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have a policy number? You're welcome.
[CUSTOMER][POSITIVE] Oh thank you. I've got it as 02465027 M for Michael L for Lydia.
[CUSTOMER][NEUTRAL] And the number 8.
[AGENT][POSITIVE] Thank you and may I have a good callback number for you?
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] You ready for the weekend? I am, I am.
[AGENT][POSITIVE] Thank you. Yes, ma'am. Definitely ready. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So it looks like this policy is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] OK, [PII]. What is your correct mailing address, please?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And that's [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you, let me make sure I've got the [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, you are so kind. I appreciate it. Have a wonderful day and a great weekend.
[AGENT][POSITIVE] Sure, you're so welcome. And thank you for calling American Public Life. Hope you have a great weekend as well. Take care. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.