AccountId: 011433970860
ContactId: 309d82b1-5fc1-4c1a-a54f-cbd81e47703d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103120 ms
Total Talk Time (AGENT): 40530 ms
Total Talk Time (CUSTOMER): 29927 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/309d82b1-5fc1-4c1a-a54f-cbd81e47703d_20250509T15:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Watson Clinic. I'm calling for eligibility on one of your members, please.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And may I please have a call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 01844035ML8
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're needing eligibility for this patient?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, I'm pulling that up.
[AGENT][NEUTRAL] Now it does show that this policy is no longer active. The term date is [PII].
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] Alrighty, and is there a reference number for the call?
[AGENT][NEUTRAL] The reference number would be my first name, [PII]. That is spelled [PII] last [PII] and today's date.
[CUSTOMER][POSITIVE] Great thank you so much for your help you have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Thanks bye bye.