AccountId: 011433970860
ContactId: 3d4e72dc-446f-4202-856d-7e4aaea539b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73680 ms
Total Talk Time (AGENT): 33985 ms
Total Talk Time (CUSTOMER): 37851 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/3d4e72dc-446f-4202-856d-7e4aaea539b9_20250225T19:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hey, good morning or good afternoon, uh, I believe you said your name was [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh [PII], so [PII], just for eligibility, my name is [PII] with Nicholas Children's Hospital, a provider just for eligibility please.
[AGENT][NEUTRAL] May I have a policy number, please?
[CUSTOMER][NEUTRAL] Thank you, it's 024.
[CUSTOMER][NEUTRAL] 914.
[CUSTOMER][NEUTRAL] 69
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][POSITIVE] [PII] and thank you.
[AGENT][NEUTRAL] Thank, thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEGATIVE] No thank you.
[CUSTOMER][NEUTRAL] Thank you, it's [PII] and it's [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Perfect and a reference number please?
[AGENT][NEUTRAL] Will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII] have a great rest of your day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life and have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thanks thanks bye.