AccountId: 011433970860
ContactId: 40729fd3-023d-419d-92e3-6bb7c0d5468f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114599 ms
Total Talk Time (AGENT): 38462 ms
Total Talk Time (CUSTOMER): 65398 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/40729fd3-023d-419d-92e3-6bb7c0d5468f_20250602T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from our provider's office to check on the eligibility status of the patient.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, it's a callback number. It's [PII].
[AGENT][NEUTRAL] Policy number please.
[CUSTOMER][NEUTRAL] 01702597 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][POSITIVE] And you're calling in for eligibility for this member I can assist you with that. I'm pulling it up for you now.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm just checking about the member eligibility status.
[AGENT][NEUTRAL] And for this policy it does show that it's currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, thank you for that issues. OK, uh, can I get a call reference number for this old call?
[AGENT][NEUTRAL] Yes, the call reference would be my first name [PII], last initial of H and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you for your assistance. Have a great day, sir. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well, [PII].
[CUSTOMER][NEUTRAL] Yeah.