AccountId: 011433970860
ContactId: 56b48d09-68eb-44c5-9cd2-0663cfc18cf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100410 ms
Total Talk Time (AGENT): 38853 ms
Total Talk Time (CUSTOMER): 41830 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/56b48d09-68eb-44c5-9cd2-0663cfc18cf8_20250408T17:22_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] Hello, my name is [PII], and I'm calling on behalf of a facility to verify patients eligibility, please.
[AGENT][NEUTRAL] I can verify eligibility, [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is showing here 02584275.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][NEUTRAL] And is the patient the primary subscriber?
[AGENT][NEUTRAL] Yes, ma'am, she is.
[CUSTOMER][NEUTRAL] OK, perfect. Uh, no, that'll be it. May I just get the spelling of your first name and first initial of your last name, please?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much. I hope you enjoy the rest of your day I appreciate your help.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Right, bye-bye.