AccountId: 011433970860
ContactId: f04ba95a-a6df-41f1-aac2-7c7be430b751
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92440 ms
Total Talk Time (AGENT): 45937 ms
Total Talk Time (CUSTOMER): 56991 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/f04ba95a-a6df-41f1-aac2-7c7be430b751_20250109T15:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. My name is [PII] and I'm calling to verify this patient still has active coverage.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Sure. It's a direct line [PII].
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] It is 00603054.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Birth date is [PII]. Mhm.
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you're calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I do show that her policy did cancel.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I'm sorry. What is her date of birth one more time. Let me make sure.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They do they sell any for um.
[AGENT][NEUTRAL] OK, I do show that her policy with us is still active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, super, and nothing has been used or that so far?
[AGENT][NEGATIVE] So far, nothing for 220 25 has been used.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Got you. OK, I appreciate it. Thank you so much for your time.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APO.
[CUSTOMER][POSITIVE] And you as well thank you all right bye bye.
[AGENT][NEUTRAL] Bye bye.