AccountId: 011433970860
ContactId: e7c50242-f631-49bb-95ac-637190a5ac89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96860 ms
Total Talk Time (AGENT): 35556 ms
Total Talk Time (CUSTOMER): 60748 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/e7c50242-f631-49bb-95ac-637190a5ac89_20250212T14:59_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 my name, my name is [PII] calling from Memorial Cardiac Services. I have 2 members. I'm trying to verify if their, um, plan is still active.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, the policy number is um 2123561.
[CUSTOMER][NEGATIVE] Pardon me
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient name is, um, [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan, you're welcome. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, it is one more but I think it I think it's a spouse it is on the same policy, maybe a different, a different number, but let me just check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you ready? I'm sorry.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, it is 212-356-1.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think it's the same under the same plan and it's the spouse [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you. Effective date is also the same, [PII] and it is active.
[CUSTOMER][POSITIVE] OK thank you that's all I needed.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You as well bye bye.