AccountId: 011433970860
ContactId: 08d9160b-ca3b-4d33-9836-206d6d606916
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66919 ms
Total Talk Time (AGENT): 28568 ms
Total Talk Time (CUSTOMER): 36342 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/08d9160b-ca3b-4d33-9836-206d6d606916_20250113T20:52_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] Um, yes, hi, this is [PII] calling from Holocaust Group. Uh, I was calling to verify patient's insurance.
[AGENT][NEUTRAL] I can verify eligibility for you may I have a policy number?
[CUSTOMER][NEUTRAL] Um, yes, is it the one that says in hospital benefit or is it the outpatient? I think it's the outpatient, right? Outpatient, OK, so it's 02487948 ML 8.
[AGENT][NEUTRAL] Outpatient, yes, ma'am.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, is it [PII]?
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Mhm you're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you for information.
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] OK you too bye bye.