AccountId: 011433970860
ContactId: 6c0fc8fd-c9dc-4257-a14a-3e8e6507b605
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101849 ms
Total Talk Time (AGENT): 38227 ms
Total Talk Time (CUSTOMER): 39788 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/6c0fc8fd-c9dc-4257-a14a-3e8e6507b605_20250619T15:01_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]. This is [PII] calling from Cooper Health System. I am calling to check eligibility on the patient, please.
[AGENT][NEUTRAL] OK, you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII], thank you.
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] The policy number is 0255.
[CUSTOMER][NEUTRAL] Um, I'm sorry, 025560887.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes, just calling to check to see if it's active.
[AGENT][NEUTRAL] OK, so for this policy, it is showing that it's currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that should be all. And can I have the first initial of your last name?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] All right, there we go. And is there a reference number for this call?
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much for your time and you have a great day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. You have a great day as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.