AccountId: 011433970860
ContactId: 1a15dcd3-9419-4fa8-ac14-c61920ec69d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114800 ms
Total Talk Time (AGENT): 46431 ms
Total Talk Time (CUSTOMER): 39152 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/1a15dcd3-9419-4fa8-ac14-c61920ec69d5_20250501T19:21_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Live, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm just needing to find out if the patient still has eligibility.
[AGENT][NEUTRAL] OK, I can just take, take a look at that for you, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII], no extension.
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 02487866
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for verifying her account. Uh, I do show her effective since [PII] and still active, but let me give you her uh updated policy number.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] OK, 256-659-9.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm gonna just repeat those numbers back. I've got uh 256-659-9.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much. May I just get a reference number for today's call, please?
[AGENT][NEUTRAL] Yes, to reference our call, you will use my name [PII] and today's date. And is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much.
[AGENT][POSITIVE] You're welcome you have a wonderful day and thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Yeah, well.
[CUSTOMER][NEUTRAL] Mhm bye bye.