AccountId: 011433970860
ContactId: 5a0b358e-4b01-4447-b1bb-5ebbc11b2536
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83589 ms
Total Talk Time (AGENT): 29428 ms
Total Talk Time (CUSTOMER): 31550 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/5a0b358e-4b01-4447-b1bb-5ebbc11b2536_20250519T19:50_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, I'm calling from a total access urgent care. I'm just calling to verify eligibility of somebody we saw yesterday.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and our phone number is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] 02039183.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do you want me to spell it?
[AGENT][NEUTRAL] No, you don't have to.
[CUSTOMER][NEUTRAL] OK, and then the date of birth is [PII].
[AGENT][POSITIVE] And thank you so much, and you're calling in for eligibility today for this policy, it does show that it's currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Nope, that is it thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.