AccountId: 011433970860
ContactId: 57d24755-7181-46be-a9b4-e0cae0532ca0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75750 ms
Total Talk Time (AGENT): 31212 ms
Total Talk Time (CUSTOMER): 20572 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/57d24755-7181-46be-a9b4-e0cae0532ca0_20250501T17:37_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 [PII], my name is [PII]. I'm calling to check eligibility for a patient.
[AGENT][NEUTRAL] [PII], may I please have the callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, it'll be [PII].
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] 02170723
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII], [PII].
[AGENT][POSITIVE] Thank you so much [PII] for verifying the policy. You're calling in for eligibility. I can assist you with that. It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Alright, no, ma'am, that was it.
[AGENT][POSITIVE] I do wanna thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thanks. You too. Bye-bye.
[AGENT][NEUTRAL] OK, bye.