AccountId: 011433970860
ContactId: 827a1a53-3493-47d1-8700-ec913f4c0b16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98360 ms
Total Talk Time (AGENT): 38503 ms
Total Talk Time (CUSTOMER): 60462 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/827a1a53-3493-47d1-8700-ec913f4c0b16_20250411T12:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII]. I am calling to verify a patient's um eligibility or if this, um, I believe it is the gap insurance is active.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02610029.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Right, uh, patient's name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective for [PII] and it is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that's all I needed to know and also may I have a reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Today's date, OK, and alright, and I believe this is her husband, the uh main subscriber, right? [PII] [PII], OK, but she would be on the policy too, right? I mean when I verify, OK, wonderful, thank you so much, [PII]. I do appreciate it.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] [PII], you're so welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] OK, all right, you're welcome thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.