AccountId: 011433970860
ContactId: 2245c887-ba78-4ffb-bcc1-bf7a9285b50f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92120 ms
Total Talk Time (AGENT): 43911 ms
Total Talk Time (CUSTOMER): 33063 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/2245c887-ba78-4ffb-bcc1-bf7a9285b50f_20250425T16:44_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life. This is [PII]. How can I help you?
[AGENT][NEUTRAL] How much
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling today to verify eligibility for a patient.
[AGENT][NEUTRAL] I can help you with that, [PII]. Can I get a callback number?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] I have 02548733.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying her account. You did say eligibility. I do show this policy has been effective since [PII] and still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Can you confirm that's the main policy holder?
[AGENT][NEUTRAL] She is the main policy holder.
[CUSTOMER][NEUTRAL] And is there a group number or group name affiliated?
[AGENT][NEUTRAL] Yes, the group number is 26496.
[AGENT][NEUTRAL] The group name is the the Downs Law Group.
[CUSTOMER][POSITIVE] Perfect, [PII], can I also get the first initial of your last name for documenting?
[AGENT][NEUTRAL] That would be [PII].
[CUSTOMER][POSITIVE] I appreciate your help today. I hope you have a lovely weekend.
[AGENT][POSITIVE] You have a wonderful weekend yourself, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.