AccountId: 011433970860
ContactId: 1e063dd8-3343-48f1-90c6-bd15dba29410
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86610 ms
Total Talk Time (AGENT): 37900 ms
Total Talk Time (CUSTOMER): 37879 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/1e063dd8-3343-48f1-90c6-bd15dba29410_20250425T13:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hey this is [PII] calling from Stageboro Family Practice. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing well. I was calling to verify a patient's eligibility.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 02433280.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying her account and you did say you're calling for eligibility today?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, I show her policy has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] No, that is all. Can I get a reference number?
[AGENT][NEUTRAL] Yes, ma'am, to reference our call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] [PII] and today's date. OK, thank you [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome you have a wonderful weekend and thank you for calling APO bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you bye bye.