AccountId: 011433970860
ContactId: f7ba3b12-08fb-4b41-83b2-0de50e13e98c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136990 ms
Total Talk Time (AGENT): 42171 ms
Total Talk Time (CUSTOMER): 64229 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/f7ba3b12-08fb-4b41-83b2-0de50e13e98c_20250324T14:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have an office providers, um, South Florida with Ms. [PII] on the line. Callback number is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII], it's the same one they are calling from.
[AGENT][NEUTRAL] OK, you said the provider name is [PII]?
[CUSTOMER][NEUTRAL] Yes, her name is [PII]. Um, they are calling on behalf of [PII]. His policy number is
[CUSTOMER][NEUTRAL] 258.
[CUSTOMER][NEUTRAL] 368 1.
[AGENT][NEUTRAL] And did you verify any of the demographics?
[CUSTOMER][NEUTRAL] Um, I verified his date of birth.
[AGENT][NEUTRAL] OK, you can transfer him.
[CUSTOMER][NEUTRAL] All right, and she's just calling for um checking on eligibility for him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you, [PII]?
[CUSTOMER][NEUTRAL] Hi, how are you? Um, I just need to check if this patient is currently active on their policy.
[AGENT][POSITIVE] OK, I can assist you with that. I'm pulling it up for you now.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for this member it does show that it is currently active. The effective date is [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] No, that would be all. Can I just have a reference number or your name?
[AGENT][NEUTRAL] Yes, the reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Perfect thank you so much have a good one.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] Bye.