AccountId: 011433970860
ContactId: 6d630a62-186a-4995-b07f-06cd666125d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83639 ms
Total Talk Time (AGENT): 35152 ms
Total Talk Time (CUSTOMER): 27948 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/6d630a62-186a-4995-b07f-06cd666125d9_20250310T18:35_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, my name is [PII] calling to verify patient eligibility.
[AGENT][NEUTRAL] May I please have the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02336102 ML 7
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and [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][NEUTRAL] Uh, no, just the reference number, the spelling of your name, please.
[AGENT][NEUTRAL] The reference will be my first name, [PII], spelled [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.