AccountId: 011433970860
ContactId: 9178d020-66d5-48a4-ae6b-e27d4ec052d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171630 ms
Total Talk Time (AGENT): 55218 ms
Total Talk Time (CUSTOMER): 24370 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/9178d020-66d5-48a4-ae6b-e27d4ec052d7_20250603T15:00_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] Hey, my name is [PII]. I'm calling with M physician practices. I have a patient that I was just trying to get eligibility on.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] 769-7779
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And is this for medical, dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, let me see what type of plan this is one moment.
[AGENT][NEUTRAL] Just waiting on the system one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this is a cancer policy.
[AGENT][NEUTRAL] Let's see if there's any other policies out here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I show a cancer policy.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Not showing medical. One moment, I'm gonna verify.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's also a cancer policy.
[AGENT][NEUTRAL] Looks like her cancer policy is the only one I'm showing active. Policy is effective [PII] and it is active, but it's a cancer plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling American Public Library. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.