AccountId: 011433970860
ContactId: 6f92590c-f692-4055-b883-6e35f03b7976
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89290 ms
Total Talk Time (AGENT): 34164 ms
Total Talk Time (CUSTOMER): 40959 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/6f92590c-f692-4055-b883-6e35f03b7976_20250523T13:19_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] Um, hello, good morning. Uh, to check if my patient's APL is still active?
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII] and then policy number is 01.
[CUSTOMER][NEUTRAL] 61.
[CUSTOMER][NEUTRAL] 1589.
[CUSTOMER][NEUTRAL] ML and then 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alrighty, that's all I needed. Um, would you happen to have a reference number for the call?
[AGENT][NEUTRAL] Yes, yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Awesome alright thank you so much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.