AccountId: 011433970860
ContactId: 6ea2a4c5-7ff3-4d18-ac23-96b1078a865b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86720 ms
Total Talk Time (AGENT): 36820 ms
Total Talk Time (CUSTOMER): 32811 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/6ea2a4c5-7ff3-4d18-ac23-96b1078a865b_20250307T21:15_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, yes, good afternoon. My name is [PII]. I'd like to get an effective date on a patient's plan, please.
[AGENT][NEUTRAL] [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] The Policy number is 01788150 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is um [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy you're calling in for eligibility. I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] You're welcome. And for this policy, it does show that it's currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Is there a call reference number for today?
[AGENT][NEUTRAL] The call reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK great thank you very much and I hope you have a great weekend.
[AGENT][POSITIVE] Same to you and thank you for calling American Public Life. Enjoy the rest of your day and weekend as well.
[CUSTOMER][POSITIVE] Thank you. Bye.