AccountId: 011433970860
ContactId: 3a4486e3-3122-418d-a0c5-5785e57765a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65500 ms
Total Talk Time (AGENT): 27930 ms
Total Talk Time (CUSTOMER): 32922 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/3a4486e3-3122-418d-a0c5-5785e57765a2_20250611T17:05_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] Yes, my name is [PII] I'm calling from the Martinsburg VAMC. I just need to verify that um [PII] still has active coverage.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Can I get a callback number please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] The policy number you're calling on?
[CUSTOMER][NEUTRAL] 02482399
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] OK, thank you so much and you're calling for uh eligibility. I do show that this policy has been effective since [PII], it is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am, that's it. I appreciate your help very much.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too. OK, bye-bye.
[AGENT][NEUTRAL] Bye bye.