AccountId: 011433970860
ContactId: 13c987e4-2c85-4c74-9dec-586178f66766
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86319 ms
Total Talk Time (AGENT): 35650 ms
Total Talk Time (CUSTOMER): 28759 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/13c987e4-2c85-4c74-9dec-586178f66766_20241230T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I need to verify eligibility for a dependent on a policy.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII], callback number [PII].
[AGENT][NEUTRAL] And you said it's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I please have the policy number?
[CUSTOMER][NEUTRAL] Sure, policy number I have is 01836251.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It'll be for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And for this member you're calling in for the eligibility. It does show that it is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, I just need to, uh, like a reference number.
[AGENT][NEUTRAL] The call reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.