AccountId: 011433970860
ContactId: 5aec7201-d7ee-4e8c-8cf9-ba4bf3d1e5a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72680 ms
Total Talk Time (AGENT): 34928 ms
Total Talk Time (CUSTOMER): 37858 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/5aec7201-d7ee-4e8c-8cf9-ba4bf3d1e5a0_20250603T21:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Mercy Health, and I'm just needing to verify uh eligibility.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Uh, it says, OK, here, let's see, well, I've got a member ID and then there's a policy number also, I guess, but.
[AGENT][NEUTRAL] OK, what is the policy number?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] It says 02466344.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much and you are calling for eligibility today?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes ma'am for medical.
[AGENT][NEUTRAL] Oh, OK. It looks like this medical policy is no longer active. It did turn on [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] like
[CUSTOMER][POSITIVE] OK. Thank you for your help. That is what I needed.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, I appreciate it.
[AGENT][POSITIVE] OK, you have a wonderful day. Thank you for calling APO. Bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. Bye-bye.