AccountId: 011433970860
ContactId: 1f3942e4-541d-44b2-8ff3-a86b9425803e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87830 ms
Total Talk Time (AGENT): 23537 ms
Total Talk Time (CUSTOMER): 48861 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1f3942e4-541d-44b2-8ff3-a86b9425803e_20250617T13:27_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]. I'm calling from provider's office regarding member eligibility.
[AGENT][NEUTRAL] OK, I can help you with that. uh, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII] with extension [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patients, uh, policy number, please?
[CUSTOMER][NEUTRAL] It's 008255250.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] OK. And uh is there a possible chance to associate member's first name and last name?
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] Last name it's [PII]. It's [PII].
[AGENT][NEUTRAL] What is the first name?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] OK, I'm not pulling her in our system.
[CUSTOMER][POSITIVE] No problem. Thank you so much for [PII]. And uh for the reference number, it's your name and today's date, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you for your assistance and have a great day and stay safe.
[AGENT][POSITIVE] You have a wonderful day, [PII]. Thank you for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you, bye.