AccountId: 011433970860
ContactId: 50d388bb-06df-404d-9382-323a7d01b19c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82540 ms
Total Talk Time (AGENT): 41161 ms
Total Talk Time (CUSTOMER): 24609 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/50d388bb-06df-404d-9382-323a7d01b19c_20250317T15:01_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] Yes, good morning. This is [PII] with Ortho Central. I need to check eligibility on a patient, please.
[AGENT][NEUTRAL] I can verify eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] I have 01792101.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEGATIVE] I have to pay
[CUSTOMER][NEUTRAL] And I apologize. What was your name?
[AGENT][NEUTRAL] It's [PII] Last [PII] is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII] and it's [PII] of 83.
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective.
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, and then just a reference number for our call?
[AGENT][NEUTRAL] It will be my name which is [PII]. Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, thank you so much have a wonderful Monday.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.