AccountId: 011433970860
ContactId: 29e7ebe3-25d5-4e31-bac0-9041e53082e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111629 ms
Total Talk Time (AGENT): 48230 ms
Total Talk Time (CUSTOMER): 47429 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/29e7ebe3-25d5-4e31-bac0-9041e53082e3_20250305T14:18_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] Yes ma'am, I need to verify eligibility on a patient please.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] and I'm a provider. I'm calling. The policy number is 579935.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] The active policy number will be?
[AGENT][NEUTRAL] 01097951. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, and I need to change her policy number to that 10197951?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I sure will. OK, and was effective [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, Ms. [PII], can you give me a call reference number please, ma'am?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am. That's all I needed. Thank you very much.
[AGENT][POSITIVE] Well, you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Uh, yes ma'am, you do the same thank you bye bye.
[AGENT][POSITIVE] Thank you.