AccountId: 011433970860
ContactId: 2c433c95-f263-401a-8430-e31608eec8af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97139 ms
Total Talk Time (AGENT): 35421 ms
Total Talk Time (CUSTOMER): 40606 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/2c433c95-f263-401a-8430-e31608eec8af_20250430T12:28_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII], and I'm calling from New Horizon Family Health Services to, um.
[CUSTOMER][NEUTRAL] Find the eligibility of a patient.
[AGENT][NEUTRAL] I can verify your eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The ID number is 01859744.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective.
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, and it's active?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and is there a reference number?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You bye bye.