AccountId: 011433970860
ContactId: 8d5a3b4e-a167-49a6-8d3a-16d41cf8607a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113779 ms
Total Talk Time (AGENT): 37192 ms
Total Talk Time (CUSTOMER): 43989 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/8d5a3b4e-a167-49a6-8d3a-16d41cf8607a_20250227T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was just calling about my patient's eligibility if we could get a fax back of it.
[AGENT][NEUTRAL] May I have your name and a call back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And a good call back number is [PII].
[AGENT][NEUTRAL] Call back
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 01790754
[AGENT][NEUTRAL] And could you spell your name for me to submit via fax it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the first name is [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you so much, [PII] for verifying the policy. You're calling in for eligibility. It does show that it's currently active. The effective date is [PII]. And may I please have the fax number to submit the fax back?
[CUSTOMER][NEUTRAL] Yes, it is 903.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And I will get this submitted over to you. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that is all.
[AGENT][POSITIVE] Well, I do wanna thank you so much for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you, bye.