AccountId: 011433970860
ContactId: 53609c5e-2238-4900-bb91-a106fdb2622b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73050 ms
Total Talk Time (AGENT): 28486 ms
Total Talk Time (CUSTOMER): 27776 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/53609c5e-2238-4900-bb91-a106fdb2622b_20250411T17:39_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, this is [PII] at UVA Health. I'm just trying to verify patient eligibility.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, that is 02287967.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That is [PII] [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great rest of your day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.