AccountId: 011433970860
ContactId: 0edc7c9a-0b4b-49f2-9ec6-22b2264af19b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79629 ms
Total Talk Time (AGENT): 36715 ms
Total Talk Time (CUSTOMER): 31410 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/0edc7c9a-0b4b-49f2-9ec6-22b2264af19b_20250207T13:12_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Medical University to verify a patient's eligibility.
[AGENT][NEUTRAL] I can verify eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] 02475721
[AGENT][NEUTRAL] [PII], may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Thank you. Can I get your name again?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's it. Thank you very much.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.