AccountId: 011433970860
ContactId: 90546e31-357d-4a62-95ed-991cb2986e9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95739 ms
Total Talk Time (AGENT): 37748 ms
Total Talk Time (CUSTOMER): 26769 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/90546e31-357d-4a62-95ed-991cb2986e9d_20250414T19:59_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, this is [PII]. I'm calling from the doctor's office and I'm calling to check eligibility for a member.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02465514
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for eligibility. It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that's it. Um, is there a reference number to our call?
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of H and today's date.
[CUSTOMER][NEUTRAL] And then could you spell your name for me?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye.