AccountId: 011433970860
ContactId: 5ba5de79-a79a-498a-baa5-8b913ad09d90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81760 ms
Total Talk Time (AGENT): 38520 ms
Total Talk Time (CUSTOMER): 37419 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/5ba5de79-a79a-498a-baa5-8b913ad09d90_20250213T14:16_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] Hi [PII]. My name is [PII] with Medical University Hospital Authority, and I need to check and see if somebody is eligible for insurance.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] 02389382
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] and I just called a few minutes ago and then I'll pop another one. I'm like, really? Really? Somebody couldn't put the other one down there for me.
[AGENT][NEUTRAL] It's OK. We'll get you together today. 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.
[CUSTOMER][NEUTRAL] Alrighty, [PII], how do you spell your name? because I know you guys go by name and date for reference numbers.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Yes, ma'am. It's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] I appreciate it thank you very much you guys keep warm out there.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.