AccountId: 011433970860
ContactId: e6d2496c-4ec1-4fe2-9dbc-5811f89f4a4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58959 ms
Total Talk Time (AGENT): 30310 ms
Total Talk Time (CUSTOMER): 30530 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/e6d2496c-4ec1-4fe2-9dbc-5811f89f4a4d_20250304T18:30_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm right.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Virginia Cancer Institute. Just trying to see if a patient still has an active policy with you.
[AGENT][NEUTRAL] Oh, OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 02475817.
[CUSTOMER][NEUTRAL] [PII] I guess.
[AGENT][NEUTRAL] And the date of, and the date of birth?
[CUSTOMER][NEUTRAL] Um, sure, uh, [PII].
[AGENT][NEUTRAL] Thank you for verifying the account and you just, uh, you're checking eligibility today?
[CUSTOMER][NEUTRAL] Yes ma'am, just if it's still active.
[AGENT][NEUTRAL] Uh, the policy is still active. It's been effective since [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No that's all I needed thank you so much have a good day.
[AGENT][POSITIVE] OK, you're welcome have a wonderful day. Thank you for calling APO bye bye.
[CUSTOMER][POSITIVE] Thanks bye.