AccountId: 011433970860
ContactId: 1eef2747-3b9c-47ce-8c84-791f2413e200
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91480 ms
Total Talk Time (AGENT): 37260 ms
Total Talk Time (CUSTOMER): 38681 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/1eef2747-3b9c-47ce-8c84-791f2413e200_20250204T14:54_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][NEUTRAL] Sure, could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] with the extension [PII].
[AGENT][NEUTRAL] Thank you. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is 01887403.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is a cell phone.
[CUSTOMER][NEUTRAL] And then, the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you called for eligibility eligibility today. I show that this policy has been affected since [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is still active.
[CUSTOMER][NEUTRAL] [PII] and that, right?
[AGENT][NEUTRAL] Is there any
[AGENT][POSITIVE] Yes, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's
[CUSTOMER][NEUTRAL] No, that's all for the day. Could you please spell your name for me?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you for your information and have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day yourself and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You do the same. Stay safe, bye.