AccountId: 011433970860
ContactId: 2ae1db62-1b3b-4877-bbef-6d90006c9dab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101279 ms
Total Talk Time (AGENT): 31573 ms
Total Talk Time (CUSTOMER): 58116 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/2ae1db62-1b3b-4877-bbef-6d90006c9dab_20250602T17:32_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] I
[CUSTOMER][NEUTRAL] Hello, I am just calling from a doctor's office because I have a new patient coming into our office this week and I just wanted to make sure that his insurance was active and ready to be billed for the appointment.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And then the policy number for the patient, um, I have his like subscriber number, is that OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 945121.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII] 2.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. The name is um [PII], last name, I'll spell it. It's [PII], birthday [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment, I'll get this pulled up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Looks like this plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][POSITIVE] All right thank you so much I appreciate you looking into that.
[AGENT][POSITIVE] [PII], you're so welcome. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Nope, that is it.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.