AccountId: 011433970860
ContactId: 109e550e-9f66-4c73-851e-db1467e7b6ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72309 ms
Total Talk Time (AGENT): 33176 ms
Total Talk Time (CUSTOMER): 26327 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/109e550e-9f66-4c73-851e-db1467e7b6ba_20250109T14:10_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] Uh, yes ma'am. I was calling to get eligibility on a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] My name is [PII]. The policy number is 02502302.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information, one moment.
[AGENT][NEUTRAL] So it looks like this policy terminated 9-29-2024, and there is no active policy on file.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, that's all thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.