AccountId: 011433970860
ContactId: 2c9f37e3-e149-4a64-9a8e-b7d9b8bc630f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89400 ms
Total Talk Time (AGENT): 36917 ms
Total Talk Time (CUSTOMER): 43983 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/2c9f37e3-e149-4a64-9a8e-b7d9b8bc630f_20250326T19:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I was just calling to see if a patient that's coming into our facility is still active.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh yes, my name is [PII] Last initial is [PII], callback number will be [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, it shows that 945131.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the account and you're calling for eligibility today?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK. I do show this policy being effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] No, that's it. Do you um have a reference number for this call?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date. It's spelled [PII]
[CUSTOMER][POSITIVE] [PII] Perfect. Thank you so much, [PII]. Have a blessing.
[AGENT][POSITIVE] You're welcome. Have a wonderful day and thank you for calling APO bye bye.
[CUSTOMER][NEUTRAL] OK.