AccountId: 011433970860
ContactId: 607f2eca-ef86-4583-9033-f8d23a569619
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67569 ms
Total Talk Time (AGENT): 15260 ms
Total Talk Time (CUSTOMER): 45269 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/607f2eca-ef86-4583-9033-f8d23a569619_20250225T15:07_UTC.wav
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[CUSTOMER][NEUTRAL] Hi, I was just trying to get eligibility on a patient.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Your
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII], and our callback number would be [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02538066.
[AGENT][NEUTRAL] And you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII] and the name.
[CUSTOMER][NEUTRAL] Oh, I didn't write down the name. OK, I'm probably gonna have to give him a call back because I did not write down the name, but I just wrote down the policy number and the and the date of birth, so.
[CUSTOMER][NEUTRAL] Uh, let me give you a call back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah