AccountId: 011433970860
ContactId: e5f1de2d-48e8-4958-ad6a-ef73b6cb385d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97269 ms
Total Talk Time (AGENT): 40952 ms
Total Talk Time (CUSTOMER): 35448 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/e5f1de2d-48e8-4958-ad6a-ef73b6cb385d_20250529T18:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from [PII] and I'm just trying to get the effective date for a patient.
[AGENT][POSITIVE] All right. Happy to check on that for you, [PII]. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 236-33.
[AGENT][NEUTRAL] Right, um.
[AGENT][NEUTRAL] Alright, that doesn't come up as a policy number. Do we have a name or social?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I do, um, well, I don't have a social. Her name is [PII].
[CUSTOMER][NEUTRAL] Um, [PII] and her date of birth is [PII]. There isn't a card. I just got an email from the office saying.
[CUSTOMER][NEUTRAL] It just says American Public Life and has the policy number that I gave you, that's it.
[AGENT][NEUTRAL] OK, um, I think that that was the group number, [PII]. So do you want the policy number?
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] Yeah, not a problem. Policy number is gonna be 022-03837.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it is effective, uh, the effective date on it is [PII].
[CUSTOMER][NEUTRAL] [PII] perfect. Is she the subscriber on it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She is, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you, have a nice day.
[AGENT][POSITIVE] You're welcome. Bye-bye.