AccountId: 011433970860
ContactId: 6dc1a489-1570-41ca-9c58-423f4593bb52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91069 ms
Total Talk Time (AGENT): 31363 ms
Total Talk Time (CUSTOMER): 45266 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/6dc1a489-1570-41ca-9c58-423f4593bb52_20250228T21:33_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] Yeah.
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name's [PII]. I work here at the Nicholas Children's Outpatient Center. I'm just calling in regards to a mutual client of ours to see their eligibility.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, 02363908.
[CUSTOMER][NEUTRAL] M
[CUSTOMER][NEUTRAL] 27.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[AGENT][NEUTRAL] Policy is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Alrighty perfect that's all I needed to know uh the reference number would be your name.
[AGENT][NEUTRAL] Which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII] have a great day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.