AccountId: 011433970860
ContactId: 04dd6c72-de90-41f1-b849-11a6d2fc86d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118639 ms
Total Talk Time (AGENT): 38080 ms
Total Talk Time (CUSTOMER): 35181 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/04dd6c72-de90-41f1-b849-11a6d2fc86d3_20250623T19:32_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] Hi [PII], my name is [PII] calling from the provider's office to verify patient. Could you please help?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Sure, can I get a callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII] with the extension.
[AGENT][NEUTRAL] Thank you, the policy number you're calling?
[AGENT][NEUTRAL] The policy number you're calling on?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Could you get the member ID?
[AGENT][NEUTRAL] What is the policy number you're calling on today?
[CUSTOMER][NEUTRAL] 01864231.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy. And you did say you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, the policy has been effective since [PII].
[AGENT][NEUTRAL] It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, I just need the eligible only and could you please spell your name?
[AGENT][NEUTRAL] My name is spelled [PII]
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for your help and have a good day.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Mm.