AccountId: 011433970860
ContactId: 26abfb98-00f6-4eca-8dca-29402d0ea465
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75589 ms
Total Talk Time (AGENT): 26917 ms
Total Talk Time (CUSTOMER): 23906 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/26abfb98-00f6-4eca-8dca-29402d0ea465_20250319T17:24_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] Yes, I just wanna make sure my patient is still eligible on their plan.
[AGENT][NEUTRAL] OK, may I have your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] actually call me.
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] 02587326
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility for this number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it does show that the member is currently active. The effective date is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye.