AccountId: 011433970860
ContactId: 14205b89-8179-4e30-bea5-f3d9abb4ed1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106540 ms
Total Talk Time (AGENT): 43730 ms
Total Talk Time (CUSTOMER): 29331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/14205b89-8179-4e30-bea5-f3d9abb4ed1a_20250221T19:20_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] last initial [PII] sorry [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] I have 1234765.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] We have [PII] [PII].
[AGENT][NEUTRAL] You're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This member does have a new policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 458749.
[AGENT][NEUTRAL] And for that policy it is showing that it's currently active. The effective date is [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Just the reference for the call.
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Alrighty [PII], thanks so much for your help. You have a great day and stay safe. Enjoy your weekend.
[AGENT][POSITIVE] You're welcome. Same to you and thank you for calling American Public Life.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK.