AccountId: 011433970860
ContactId: 122a1c70-d311-4be0-9e29-53a9c9e66b5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71739 ms
Total Talk Time (AGENT): 33275 ms
Total Talk Time (CUSTOMER): 23501 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/122a1c70-d311-4be0-9e29-53a9c9e66b5b_20250505T15:05_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Edmund Pediatrics. We have a patient coming in for an appointment today, so I was just calling to verify her eligibility.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a call back number for you?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] It is 01896318.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you for verifying the account and you did say you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I show that this policy has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] OK, [PII], you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.