AccountId: 011433970860
ContactId: 76893899-7bf3-496c-9dd2-022fb1b9e3be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103819 ms
Total Talk Time (AGENT): 37920 ms
Total Talk Time (CUSTOMER): 26950 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/76893899-7bf3-496c-9dd2-022fb1b9e3be_20250613T14:26_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] calling from the provider's office to verify patient eligible. Could you please help?
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] It is 02153433.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] A. The date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility. Thank you so much, [PII], for verifying the policy. It does show that this policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, that's all for today. Could you please spell your name?
[AGENT][NEUTRAL] It is spelled [PII] with the last initial of [PII] in today's date, used as a call reference.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] OK,