AccountId: 011433970860
ContactId: 20b0d473-94f0-47a8-abfb-ce0fd168b33f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86220 ms
Total Talk Time (AGENT): 38498 ms
Total Talk Time (CUSTOMER): 34770 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/20b0d473-94f0-47a8-abfb-ce0fd168b33f_20250401T18:35_UTC.wav
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[AGENT][POSITIVE] And thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] calling from Memorial Hospital. I just needed assistance with verifying a patient's coverage is active.
[AGENT][NEUTRAL] I can verify eligibility. May I have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02565087.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Of course, that is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] [PII]. OK, got it. And then is there a call reference number I can take note of?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That will be everything I needed thank you for your time.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, Emery. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.