AccountId: 011433970860
ContactId: 6d72678f-aec4-4384-bf0c-e9f2990a9bd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83129 ms
Total Talk Time (AGENT): 36830 ms
Total Talk Time (CUSTOMER): 39211 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/6d72678f-aec4-4384-bf0c-e9f2990a9bd5_20250423T13:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Beaufot Memorial Hospital. I just need to verify a patient's, um, coverage with you guys, please.
[AGENT][NEUTRAL] I can verify eligibility, [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 02592446.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] And do you have a reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No ma'am, that's it thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII], have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you you as well bye.