AccountId: 011433970860
ContactId: f72ab417-32d1-466b-91bd-107828a9cf61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109930 ms
Total Talk Time (AGENT): 45728 ms
Total Talk Time (CUSTOMER): 58371 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/f72ab417-32d1-466b-91bd-107828a9cf61_20250430T16:08_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, hi, my name is [PII]. I'm calling from Catawba Valley Healthcare. Um, I was needing to see if, um, this patient was still active with the policy, please.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 02284090.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, first name is [PII]. Last name is [PII], but I think it's under her husband's name, which his first name was [PII]. Last name is [PII], and her date of birth.
[AGENT][NEUTRAL] OK, what is her name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and then her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you're calling to see if the policy is still active.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, I show that she is no longer a um she's no longer active under the policy. It looks like she dropped off [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. OK, got you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright, so no longer active.
[CUSTOMER][NEUTRAL] Can I get a reference number for the phone call please?
[AGENT][NEUTRAL] Yes, ma'am, to reference our call, you'll use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you alrighty bye bye.
[AGENT][NEUTRAL] Bye bye.