AccountId: 011433970860
ContactId: 5b578c3c-7589-40e1-b496-b0ea5902a022
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121660 ms
Total Talk Time (AGENT): 46601 ms
Total Talk Time (CUSTOMER): 61333 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/5b578c3c-7589-40e1-b496-b0ea5902a022_20250219T20:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Care. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I need to check the eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get uh the spelling of your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] OK, and [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] Yeah, sure. That is, uh, let me get that my direct one. That is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me get.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and you said you called for eligibility today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you for that and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yeah, I have a policy 01074250.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's, this is for [PII] and the date of birth is, let me get here.
[CUSTOMER][NEUTRAL] Yeah, the date of birth it's [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy. Uh, I do show that this can this policy canceled on
[AGENT][NEUTRAL] Let's see, [PII] and I'm not showing any other policies with us.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, no problem. Call reference number. OK, OK, um, sure, uh, that's I just want to check, um, do you have a reference number for this call?
[AGENT][NEUTRAL] Yes, to reference our call, you'll use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK, and today's date. OK, perfect. Thank you very much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK you too bye.
[AGENT][NEUTRAL] Bye bye.