AccountId: 011433970860
ContactId: dbd081ce-4995-4fba-95e9-4098dba7589f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353149 ms
Total Talk Time (AGENT): 115515 ms
Total Talk Time (CUSTOMER): 144834 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/dbd081ce-4995-4fba-95e9-4098dba7589f_20250416T14:39_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? I'm [PII] from Bati Health registration. I'm calling to see if you can help me verify um 4 accounts that I have here to make sure it's active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], I can help you with that. Can I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes, it will be [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] The first one is 01893132.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and
[CUSTOMER][NEUTRAL] Oh, wait, wait, sorry, I had that one already in the morning I guess he had two accounts.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's inactive oh no sorry.
[AGENT][NEUTRAL] No, his policy is active.
[CUSTOMER][POSITIVE] Exactly, yeah, yeah, yeah, I got it I got it. I did it on the morning.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. OK. OK. OK. That's OK.
[CUSTOMER][NEUTRAL] Sorry, OK, so the other one, sorry, 02140683?
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I do show the policy is still active. Is there anything else you need on this one?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] No, no, not on that one.
[AGENT][NEUTRAL] Oh OK.
[AGENT][POSITIVE] OK, I'm ready for the next policy when you are.
[CUSTOMER][NEUTRAL] OK, it's 02517179.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like this policy is no longer active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And I'm ready for the next policy number when you are.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 02512907.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, it looks like this policy is no longer active. Uh, this one has canceled.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me note the account.
[AGENT][POSITIVE] OK, and I'm ready for the next policy number.
[CUSTOMER][NEUTRAL] 00099089.
[CUSTOMER][NEUTRAL] [PII], no.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, that's not enough, I'm sorry, not enough numbers.
[AGENT][NEUTRAL] Without the zeros, it's.
[CUSTOMER][NEUTRAL] I figure cause I feel like.
[AGENT][NEUTRAL] I can try to pull by social.
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] Or name.
[CUSTOMER][NEUTRAL] Yeah let me get into the account and see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so I have [PII].
[CUSTOMER][NEUTRAL] Alright [PII]. OK, well, still not coming up.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] DST.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And you said, is, is his last name [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, no, it's not [PII].
[AGENT][NEUTRAL] OK. What's the first name?
[AGENT][NEUTRAL] Could you, could you spell that for me?
[CUSTOMER][NEUTRAL] Yeah, sorry, it's [PII]
[CUSTOMER][NEUTRAL] I have a social already if you need it.
[AGENT][NEUTRAL] Uh, yeah, let's try the social.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if he has a different account with us.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, looks like this policy has canceled.
[CUSTOMER][NEUTRAL] OK, so you're not active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] So I can remove it.
[AGENT][POSITIVE] OK, and I'm ready for the next policy number whenever you are.
[CUSTOMER][NEUTRAL] And the last one is 01.
[CUSTOMER][NEUTRAL] 071613.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. I do show that this policy is still active.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, that's it thank you so much.
[AGENT][POSITIVE] Is there any, OK, you have a wonderful day. Thank you for calling American Public Life, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Likewise.
[CUSTOMER][NEUTRAL] Bye.