AccountId: 011433970860
ContactId: 78f37f4c-c2dc-4367-b3a0-10660ca6ff64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91199 ms
Total Talk Time (AGENT): 42197 ms
Total Talk Time (CUSTOMER): 36347 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/78f37f4c-c2dc-4367-b3a0-10660ca6ff64_20250306T13:33_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling to verify a policy for your patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Um, policy number is 025.
[CUSTOMER][NEUTRAL] 65,550.
[AGENT][NEUTRAL] May I have a good callback number for you, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII].
[CUSTOMER][NEUTRAL] Uh [PII] and then date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Looks like the active policy number will be
[AGENT][NEUTRAL] 02569495
[AGENT][POSITIVE] This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Can you give me the policy number again?
[AGENT][NEUTRAL] 02569495.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much [PII]
[AGENT][POSITIVE] You're so welcome. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That'll be all have a great day.
[AGENT][POSITIVE] Thank you for calling American Public Life. You list. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye.