AccountId: 011433970860
ContactId: 094e3ad9-8240-458a-b23a-0ea89f78befa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97790 ms
Total Talk Time (AGENT): 37741 ms
Total Talk Time (CUSTOMER): 37553 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/2025/06/19/094e3ad9-8240-458a-b23a-0ea89f78befa_20250619T20:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hello, I'm calling to verify if patient has coverage with you all.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII] A policy number is 01758755 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Oh my apologies, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. It looks like this policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] OK. Got it. Not a problem. And then may I get the spelling of your first name if I can have your last name, please?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help. I hope you enjoy the rest of your day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.