AccountId: 011433970860
ContactId: 3b7afc2d-c7c0-4352-81e6-8afe51a4ab6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86860 ms
Total Talk Time (AGENT): 38656 ms
Total Talk Time (CUSTOMER): 41877 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/3b7afc2d-c7c0-4352-81e6-8afe51a4ab6a_20250128T16:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Money
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you?
[AGENT][POSITIVE] I'm great. How are you?
[CUSTOMER][NEUTRAL] Pretty good. I've got a provider on online. Her name is [PII]. Um, she is calling to verify benefits for uh [PII] and his policy is 2300822 and she did verify date of birth. Can I send her your way?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. How are you today?
[CUSTOMER][POSITIVE] Hi, Ms. [PII], good morning. I'm well, thank you so much for asking and yourself?
[AGENT][POSITIVE] I'm great, thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and you need to verify eligibility for [PII]?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][POSITIVE] Yes, ma'am, this plan is effective for [PII] and it is active.
[CUSTOMER][NEUTRAL] Alrighty and then a reference for the call.
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That'll be all thank you so much for your help today. You have a great day.
[AGENT][POSITIVE] You're, you're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.