AccountId: 011433970860
ContactId: 51a196a2-af6c-4d6f-918b-2a5cdf89631f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113349 ms
Total Talk Time (AGENT): 41883 ms
Total Talk Time (CUSTOMER): 36891 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/51a196a2-af6c-4d6f-918b-2a5cdf89631f_20250331T16:10_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 Ms. [PII], I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And uh it does sound like you, you're kinda low.
[CUSTOMER][NEUTRAL] Sorry about that, [PII] and [PII].
[AGENT][NEUTRAL] Thank you, and may I please have the policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I have 02431047.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And that's for [PII].
[AGENT][NEUTRAL] Date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said that you were calling in for eligibility?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome and it does show that this policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all. Just the reference number.
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of H and today's date.
[CUSTOMER][POSITIVE] Alrighty, Mr. [PII], thanks so much for your help. You have a great day and stay safe.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye bye.