AccountId: 011433970860
ContactId: 246dab39-8ff9-4b3a-b092-8814b3ffd3f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86239 ms
Total Talk Time (AGENT): 40016 ms
Total Talk Time (CUSTOMER): 36529 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/246dab39-8ff9-4b3a-b092-8814b3ffd3f9_20250505T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] at Novant Health Medical Group. Just calling to check eligibility, please.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] That number is 01612789 M as in Mary, L as in Lima and the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. You're calling in, you're calling in for eligibility. It does show that the policy is currently active with the effective date of [PII]. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, no, that would be it, and if you can just spell your first name and if you give out a call reference number.
[AGENT][NEUTRAL] Yes, the card reference would be my first name, [PII], spelled [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much. Enjoy the rest of your day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. You enjoy the rest of your day as well.
[CUSTOMER][POSITIVE] Thank you, thank you so much bye bye.
[AGENT][NEUTRAL] Bye bye.