AccountId: 011433970860
ContactId: 83d88232-54ff-45ce-b735-104c1176e9e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118879 ms
Total Talk Time (AGENT): 38702 ms
Total Talk Time (CUSTOMER): 39550 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/83d88232-54ff-45ce-b735-104c1176e9e3_20250506T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Bank. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I just need to get um.
[CUSTOMER][NEUTRAL] Verification for a patient.
[AGENT][NEUTRAL] OK. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Um, no, um, just it's 512554.
[CUSTOMER][NEUTRAL] At the end.
[AGENT][NEUTRAL] OK, and could you repeat the date of birth for me please?
[CUSTOMER][NEUTRAL] Yeah, um, [PII].
[AGENT][POSITIVE] Thank you and thank you so much [PII] for verifying the member's policy and how may I assist you?
[CUSTOMER][NEUTRAL] I just need to make sure that it's still active eligibility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for this policy, it does show that it is currently active with the effective date of [PII]. Is there anything else that I can assist you today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that is all. 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
[AGENT][POSITIVE] Thank you, bye.