AccountId: 011433970860
ContactId: 3b790699-098a-4921-8de2-1ccd9ff49637
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76940 ms
Total Talk Time (AGENT): 36369 ms
Total Talk Time (CUSTOMER): 32381 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/3b790699-098a-4921-8de2-1ccd9ff49637_20250314T12:49_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] Good morning. My name is [PII]. I'm calling from Medical University to verify patient's eligibility. Excuse me.
[AGENT][NEUTRAL] I can verify your eligibility. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] 02137652.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Uh 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] Thank you. Can I get your name?
[AGENT][NEUTRAL] It's [PII], last initial is [PII] along with today's date. [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it. Thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.