AccountId: 011433970860
ContactId: 3d0104bd-8bb1-4694-a05f-341b6f78b319
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79599 ms
Total Talk Time (AGENT): 30626 ms
Total Talk Time (CUSTOMER): 29345 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/3d0104bd-8bb1-4694-a05f-341b6f78b319_20250421T21:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] My name is [PII] from B's Health. I'm just trying to verify uh eligibility for a patient of ours.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][POSITIVE] Absolutely. I have 02505648 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Absolutely. [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] So, it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Policy is effective [PII] and it is active.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, no, there's nothing else. Thank you so very much for helping me out. I really appreciate it.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You do the same. Bye-bye.