AccountId: 011433970860
ContactId: 637101e8-47df-4708-a18b-3104fc32a04b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77199 ms
Total Talk Time (AGENT): 27868 ms
Total Talk Time (CUSTOMER): 47461 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/637101e8-47df-4708-a18b-3104fc32a04b_20250430T18:18_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII]. My name is [PII] and I'm calling from Rhode Island Medical Imaging, and I'm just trying to check, uh, patient is eligible for today, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I can help you with that, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Oh sure, yep, it's [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Uh yep, I have it 01838885 ML8.
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, it's for [PII] and her date of birth is, let me get, is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you called for eligibility today. I do show that this policy has been effective since [PII] and still active. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much and I hope you have a good rest of your day. You too.
[AGENT][POSITIVE] OK, have a wonderful day.
[AGENT][POSITIVE] Thank you for calling API.