AccountId: 011433970860
ContactId: fbc788da-f741-4612-95fd-e6aefc94d516
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87120 ms
Total Talk Time (AGENT): 30679 ms
Total Talk Time (CUSTOMER): 37330 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/fbc788da-f741-4612-95fd-e6aefc94d516_20250506T16:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm with Advanced OBGYN in [PII]. I have a patient wanting to get an expla on birth control implant, and I just need to see if she has coverage for that.
[AGENT][NEUTRAL] OK, and you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] 20 sorry 02479910.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm not seeing that member listed on this policy.
[CUSTOMER][NEUTRAL] She's not listed on the policy, OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Alright, and then.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Do you have a reference number for this call?
[AGENT][NEUTRAL] Yes, the reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, and how do you spell your first name?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and that's all I needed.
[AGENT][POSITIVE] OK, and I do wanna thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye.