AccountId: 011433970860
ContactId: 285485e9-e731-45cb-b276-4cae0066ffc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66959 ms
Total Talk Time (AGENT): 26938 ms
Total Talk Time (CUSTOMER): 25790 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/285485e9-e731-45cb-b276-4cae0066ffc2_20250422T13:14_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm trying to verify eligibility.
[AGENT][NEUTRAL] I can verify eligibility. [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] 0238.
[CUSTOMER][NEUTRAL] 9382.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]. That's correct.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Great, that's all I needed.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.