AccountId: 011433970860
ContactId: 2b8dcaa4-84e0-4ce1-be7e-36e2b21cc133
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70900 ms
Total Talk Time (AGENT): 28078 ms
Total Talk Time (CUSTOMER): 33167 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/2b8dcaa4-84e0-4ce1-be7e-36e2b21cc133_20250130T16:13_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and policy number is 02446510.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and it is active?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and um the claims address is still that [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. All right, that's all I need. Thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you.