AccountId: 011433970860
ContactId: 20c43c47-8db6-4c1f-8593-b098455108b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98819 ms
Total Talk Time (AGENT): 29363 ms
Total Talk Time (CUSTOMER): 52602 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/20c43c47-8db6-4c1f-8593-b098455108b5_20250514T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. I'm calling uh to uh verify um the patients, uh, you know, coverage if it's active, like their eligibility.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII], and I'm calling from Praise My Health and the patient's policy number is 1366781.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is, uh, first name [PII], last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Let me get this pulled up.
[CUSTOMER][POSITIVE] You're welcome, ma'am.
[AGENT][POSITIVE] Looks like this plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And it covers medical, right? Like a surgery?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Perfect. All right, Ms. [PII]. Thank you very much for your time and uh for your help. And you have a wonderful day, ma'am.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye bye.
[CUSTOMER][POSITIVE] Take care.
[CUSTOMER][POSITIVE] Thank thank you, ma'am. You too. Bye bye.