AccountId: 011433970860
ContactId: ef787d20-6f89-4852-8ec9-ac8168afd6e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197210 ms
Total Talk Time (AGENT): 63522 ms
Total Talk Time (CUSTOMER): 87047 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/ef787d20-6f89-4852-8ec9-ac8168afd6e1_20250613T19:47_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] Good afternoon [PII]. I just wanna verify eligibility please.
[AGENT][NEUTRAL] I can verify your eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Yes, sure. My name is [PII], that's [PII] Um policy ID 019859 M for Mary, L Lima number 7.
[AGENT][NEUTRAL] Thank you. It looks like I'm missing a number. 019859.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And then ML 7.
[AGENT][NEUTRAL] OK. 019859 ML 7.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, I'm missing the number for that one. Can I have the first and last name?
[CUSTOMER][NEUTRAL] Uh, let me check the ID card one more time. Give me one sec, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Why is it missing a number.
[CUSTOMER][NEUTRAL] But by the way, the, the last name is [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] Uh first name is [PII] Birthday, [PII].
[AGENT][POSITIVE] Thank you, may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] All right thanks
[AGENT][POSITIVE] And thank you for verifying that information.
[AGENT][NEUTRAL] Looks like the policy number is 019859.
[AGENT][NEUTRAL] 89
[AGENT][NEUTRAL] This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, sorry for the policy first, so 01985989, does it still have the ML7?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Should I still add it? OK, thank you so much. Is this a gap plan?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] A gap plan. Do you show who's the primary?
[AGENT][NEUTRAL] We only see it when the claims are submitted.
[CUSTOMER][POSITIVE] Oh, I see. OK. All righty. Thank you so much. Um, let me see if I need other info.
[CUSTOMER][POSITIVE] Oh, no, no, that's it, [PII]. Thank you so much. Did you have that reference numbers?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] Fine, you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.