AccountId: 011433970860
ContactId: 6923e1c4-7ddf-4727-9e49-b2246a7bd587
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76120 ms
Total Talk Time (AGENT): 29968 ms
Total Talk Time (CUSTOMER): 34248 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/6923e1c4-7ddf-4727-9e49-b2246a7bd587_20250130T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Monsana Medical Center, and I'm trying to verify the effective date for a patient here at the hospital.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Direct line.
[AGENT][NEUTRAL] And thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] Is 188355.
[CUSTOMER][NEUTRAL] 2 ML 7.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. You're calling in for eligibility. It does show that the policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today [PII]?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] That's 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.
[AGENT][POSITIVE] Thank you