AccountId: 011433970860
ContactId: 76aa54fb-dcd9-401e-b2af-71577a27058c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98660 ms
Total Talk Time (AGENT): 38489 ms
Total Talk Time (CUSTOMER): 37530 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/76aa54fb-dcd9-401e-b2af-71577a27058c_20250610T17:24_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, good afternoon, I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] May I please have your name and a callback number?
[CUSTOMER][NEUTRAL] Uh [PII] last initial [PII] call back [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02611525
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, we have uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth shows [PII]. 0, I'm sorry, [PII] is the middle name. [PII].
[CUSTOMER][NEUTRAL] Alright, I'll leave those um [PII] is date of birth.
[AGENT][NEUTRAL] Thank you, and you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I can assist you with that and thank you so much, [PII] for verifying the policy. With this member it shows that it is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No ma'am, just a reference for the call.
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Alrighty [PII], thanks so much for your help today. You have a great day and stay safe.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day as well, [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.