AccountId: 011433970860
ContactId: 76e77c9b-f6b4-45f4-8c71-9e8ec1678d42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135740 ms
Total Talk Time (AGENT): 47810 ms
Total Talk Time (CUSTOMER): 38733 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/76e77c9b-f6b4-45f4-8c71-9e8ec1678d42_20250506T19:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII], I'm just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] callback number is [PII].
[AGENT][NEUTRAL] [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] It is 02564321.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is uh [PII] [PII].
[AGENT][NEUTRAL] And it's 02564321?
[CUSTOMER][NEUTRAL] 02564329
[AGENT][POSITIVE] 29 thank you.
[AGENT][POSITIVE] OK, thank you so much. I did pull that member's policy up and you were calling in for eligibility?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And could you verify the date one more time for me please?
[CUSTOMER][NEUTRAL] Date of birth?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK, and you you said your name is [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, and so for this policy it does show that it's currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, a reference number?
[AGENT][NEUTRAL] Yes, the reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK. All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Thank you, bye.