AccountId: 011433970860
ContactId: 4940297c-7959-41d5-a1f8-b3394d2652c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89000 ms
Total Talk Time (AGENT): 33509 ms
Total Talk Time (CUSTOMER): 23771 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/4940297c-7959-41d5-a1f8-b3394d2652c9_20250306T18:45_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]. I'm calling to verify a patient's eligibility.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] [PII]. And then the policy I have is 25032992.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And thank you so much [PII], for verifying the policy. In regards to this member, it does show that the policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, just a reference number.
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.