AccountId: 011433970860
ContactId: 38d2e452-2334-4f58-a489-f3611c9866e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89040 ms
Total Talk Time (AGENT): 39556 ms
Total Talk Time (CUSTOMER): 42324 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/38d2e452-2334-4f58-a489-f3611c9866e6_20250502T20:48_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with UBA Medical Center. I was calling on a patient to check for eligibility benefits for an upcoming appointment they have.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I can help you with that, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's going to be um [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's gonna be 02287977.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying his account and you did say you were calling for eligibility today.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I show his policy with us has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that's all. If you could just uh give me your name, um, that would be wonderful because I had forgotten it. I apologize.
[AGENT][NEUTRAL] OK. Oh, that's OK. My name is [PII]
[CUSTOMER][POSITIVE] Thank you so much, [PII] you have a wonderful weekend.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.