AccountId: 011433970860
ContactId: 36ca5110-70f9-446e-b51d-c62c13a675ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131250 ms
Total Talk Time (AGENT): 52081 ms
Total Talk Time (CUSTOMER): 41872 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/36ca5110-70f9-446e-b51d-c62c13a675ef_20250528T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was just trying to verify um a patient's eligibility.
[AGENT][NEUTRAL] I can verify your eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My, the name, my name or the patient's name?
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] The policy number is 01986343.
[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] The name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, that's not coming up on this. Can you please repeat the policy number?
[CUSTOMER][NEUTRAL] It is 01986343.
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. Let me verify this one.
[AGENT][NEUTRAL] OK. So the active policy number will be 02566467. It's effective [PII] and it is active.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that is all.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.