AccountId: 011433970860
ContactId: 4c3624fd-91d4-47f8-b2bf-b6d177ec8939
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80769 ms
Total Talk Time (AGENT): 43059 ms
Total Talk Time (CUSTOMER): 29659 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/4c3624fd-91d4-47f8-b2bf-b6d177ec8939_20250303T18:20_UTC.wav
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[CUSTOMER][NEUTRAL] You ready to pay.
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just need to verify coverage on the patient.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] My name's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 583-777
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much for verifying her account and you did say you were calling for, um, just eligibility today?
[CUSTOMER][NEUTRAL] Yeah, I just wanna make sure her account's active or her coverage is active.
[AGENT][NEUTRAL] OK. It is active. I show she's been effective since [PII]. And [PII], is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Do you have a reference number by chance?
[AGENT][NEUTRAL] Uh, yes, to reference our call, you will use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too bye.