AccountId: 011433970860
ContactId: 6566685a-771d-4e61-9e42-7969ef0f1c4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67250 ms
Total Talk Time (AGENT): 25846 ms
Total Talk Time (CUSTOMER): 21961 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/6566685a-771d-4e61-9e42-7969ef0f1c4c_20250226T20:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hey, [PII], it's [PII] giving you a call back to get some help with verifying another patient.
[AGENT][NEUTRAL] May I have the call back number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 018873887.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] We have [PII] [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility for this member. It does show that the effective date is [PII] and currently active. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.