AccountId: 011433970860
ContactId: 090ccad8-477d-49f2-b897-4c83f390ba94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70699 ms
Total Talk Time (AGENT): 28467 ms
Total Talk Time (CUSTOMER): 32060 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/090ccad8-477d-49f2-b897-4c83f390ba94_20250616T14:20_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. My name is [PII]. I'm uh calling on behalf of a patient that is currently in one of our urgent care. I need to, um, check for eligibility.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, it is 02486901 ML8.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No that was it thank you so much I hope you have a great day.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.