AccountId: 011433970860
ContactId: 2cf4bf35-86e8-4cac-8247-7820f3c84dd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71639 ms
Total Talk Time (AGENT): 27698 ms
Total Talk Time (CUSTOMER): 31619 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/2cf4bf35-86e8-4cac-8247-7820f3c84dd6_20250616T14:25_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] last initial [PII], just calling to check on the effective date for a patient, please.
[AGENT][NEUTRAL] I can verify eligibility [PII]. May I have the policy number?
[CUSTOMER][NEUTRAL] 02264428
[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] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] All right perfect thank you so much. um I didn't catch your name at the beginning.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for your help, [PII]. Have a great day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Right.