AccountId: 011433970860
ContactId: 23855fba-dd3d-47cf-bec0-cc190b0c76e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65589 ms
Total Talk Time (AGENT): 27289 ms
Total Talk Time (CUSTOMER): 26527 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/23855fba-dd3d-47cf-bec0-cc190b0c76e4_20250326T14:55_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], my name is [PII]. I'm calling from Baptist Golden Triangle. I need to get an effective date on a patient, please.
[AGENT][NEUTRAL] I can verify eligibility. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Um, 02467128.
[AGENT][NEUTRAL] [PII], may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you so much.
[AGENT][POSITIVE] Oh, you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You also bye.