AccountId: 011433970860
ContactId: 4205894d-6dab-4756-b57e-b1450a5f759a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75809 ms
Total Talk Time (AGENT): 32271 ms
Total Talk Time (CUSTOMER): 33034 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/4205894d-6dab-4756-b57e-b1450a5f759a_20250219T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] with Memorial Healthcare Systems, and I'm just calling to check eligibility for a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02295708 ML8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, perfect. And you said your name was [PII]?
[AGENT][NEUTRAL] [PII], yes, ma'am. Is there any, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a call reference for this [PII] or no?
[AGENT][NEUTRAL] Yes, it will be my name along with today's date.
[CUSTOMER][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][POSITIVE] OK, thank you so much for your time.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.