AccountId: 011433970860
ContactId: 8ef5524e-d2e3-4f97-a3af-94f7211229ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88900 ms
Total Talk Time (AGENT): 38734 ms
Total Talk Time (CUSTOMER): 26858 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/8ef5524e-d2e3-4f97-a3af-94f7211229ca_20250625T19:38_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] Hey [PII], I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] [PII] W.
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Yes, 1071618.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, we have [PII] 37 [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. You're calling in for eligibility and or benefits.
[CUSTOMER][NEUTRAL] Uh, eligibility.
[AGENT][POSITIVE] OK, I can assist you with that. I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for this policy, it does show that it's currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Just a reference number.
[AGENT][NEUTRAL] The reference will be my first name, [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alrighty it's very good, thanks so much for your help. You have a great day and stay safe.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. You have a great day as well and stay safe.
[CUSTOMER][POSITIVE] Thank you bye bye.