AccountId: 011433970860
ContactId: 6d8e48b7-4a8e-4529-bfb0-3b6e2b035f5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91550 ms
Total Talk Time (AGENT): 39897 ms
Total Talk Time (CUSTOMER): 27800 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/6d8e48b7-4a8e-4529-bfb0-3b6e2b035f5b_20250128T14:58_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] with UAMS, and I was calling to verify eligibility for a patient.
[AGENT][NEUTRAL] May I please have the policy number?
[CUSTOMER][NEUTRAL] Policy number is gonna be.
[CUSTOMER][NEUTRAL] 02214087
[AGENT][NEUTRAL] And may I have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [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 ma'am.
[AGENT][NEUTRAL] OK. So for this policy, it is showing that it is not active. The term date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, may I please have a reference number for this call?
[AGENT][NEUTRAL] Yes, the reference number would be my first name, [PII], which is spelled [PII] Last [PII] in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much you have a great week.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Enjoy your day and rest your week as well.
[CUSTOMER][NEUTRAL] Bye bye.