AccountId: 011433970860
ContactId: 3d48ae37-d00b-4c3c-aba6-1335f1852a87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112900 ms
Total Talk Time (AGENT): 43408 ms
Total Talk Time (CUSTOMER): 42674 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/3d48ae37-d00b-4c3c-aba6-1335f1852a87_20250508T20:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] with Surgeons orthopedics. Just trying to verify eligibility on one of your members that's coming into the office, please.
[AGENT][NEUTRAL] I can verify eligibility. Can you, may I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02029928.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, area code [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII]. Birthday is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Looks like this plan termed on [PII] and I show no active policy on file other than this plan which is termed.
[CUSTOMER][NEUTRAL] Uh, what was affected day original?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Is there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That's it, uh, man, that's it. um, and give me your name again.
[AGENT][POSITIVE] Well, thank you
[AGENT][NEUTRAL] It's [PII] Last initial is [PII]
[CUSTOMER][POSITIVE] All right, ma'am, thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, Kenya have a great evening. Bye-bye.
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.