AccountId: 011433970860
ContactId: 0370f3c3-e852-4228-a4bc-68c4401e628d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90160 ms
Total Talk Time (AGENT): 35078 ms
Total Talk Time (CUSTOMER): 29223 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/0370f3c3-e852-4228-a4bc-68c4401e628d_20250207T16:46_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] Hi Mr. [PII], I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] last initial [PII] [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] 02501804.
[AGENT][NEUTRAL] And you were calling in for eligibility and benefits.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] May I have the patient's name and date?
[CUSTOMER][NEUTRAL] Uh, just eligibility actually, um, [PII] [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy you're calling in for eligibility. It does show that the policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] No, that'll be all, just a reference number for the call.
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Alrighty, thank you so much for your help. You have a great day and stay safe.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Bye