AccountId: 011433970860
ContactId: 3ee6ce55-ec8e-4d4a-b83d-7f9eb88c8e5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65620 ms
Total Talk Time (AGENT): 33077 ms
Total Talk Time (CUSTOMER): 35300 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/3ee6ce55-ec8e-4d4a-b83d-7f9eb88c8e5d_20250116T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] they get
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from Ana Health. I was calling to verify eligibility for a patient, uh, medical insurance.
[AGENT][NEUTRAL] OK, I can
[AGENT][NEUTRAL] I can help you with that right then. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, it is going to be 01997199.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII]. the last name is spelled [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying the account and you did say you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I do show the policy has been effective since [PII]. It is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that was all I needed.
[AGENT][POSITIVE] OK. You have a wonderful day. Thank you for calling APO. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you OK thank you bye.