AccountId: 011433970860
ContactId: 05b4d485-d500-452c-bf3b-d5d0880c69ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75860 ms
Total Talk Time (AGENT): 27916 ms
Total Talk Time (CUSTOMER): 35037 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/05b4d485-d500-452c-bf3b-d5d0880c69ed_20250613T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good afternoon, um, I just need an effective date on a patient's plan, please.
[AGENT][NEUTRAL] I can verify your eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Alright, my name is [PII], last initial [PII], and the ID number is 01845878 ML7.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yes, of course. It's uh [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, [PII], what's your last initial?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that's it for today.
[AGENT][POSITIVE] [PII], thank you so much for calling American Public Life. Have a great rest of your day and have a great weekend.
[CUSTOMER][POSITIVE] You too, ma'am. Thank you. Bye bye.
[AGENT][NEUTRAL] Bye bye.