AccountId: 011433970860
ContactId: 7fd49a41-10cf-4d1b-baf4-f695f4f1b771
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113290 ms
Total Talk Time (AGENT): 47890 ms
Total Talk Time (CUSTOMER): 50202 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/7fd49a41-10cf-4d1b-baf4-f695f4f1b771_20250408T20:06_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling American Public Line. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling to get eligibility on a member.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII], I'm sorry [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I'm sorry.
[CUSTOMER][NEUTRAL] Extension [PII] sorry.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It is 018.
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] 225.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying her policy and you did say uh you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK, let me see. It looks like this policy did turn on [PII]. I do not show any other active policies with us.
[CUSTOMER][NEUTRAL] OK, thank you. Let me just put this here down.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, do you give, um, let me see here, do you give, um, reference numbers, [PII]?
[AGENT][NEUTRAL] To reference our call, you will use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII], for your help.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APO.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] You're welcome. Thanks. Bye-bye.