AccountId: 011433970860
ContactId: 154cc19a-a4dc-4d1f-af74-7cbf656230be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75750 ms
Total Talk Time (AGENT): 24409 ms
Total Talk Time (CUSTOMER): 34142 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/154cc19a-a4dc-4d1f-af74-7cbf656230be_20250425T18:16_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I work at the Envision Health Services. I just need to verify a person's eligibility.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] [PII], your voice went out.
[CUSTOMER][NEUTRAL] OK, um, I'm just trying to check eligibility.
[AGENT][NEUTRAL] OK, you're needing eligibility for one member, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 23054 F as in Frank 09547.
[AGENT][NEUTRAL] OK, now that's not an APO policy number, [PII]. I don't know what company that is for.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] Yeah, and I don't.
[CUSTOMER][POSITIVE] Have anything else doesn't show anything else so alright well thank you for your help.