AccountId: 011433970860
ContactId: 95d5192a-f091-4f06-9fa6-bee9b5fc804e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63700 ms
Total Talk Time (AGENT): 29741 ms
Total Talk Time (CUSTOMER): 31571 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/95d5192a-f091-4f06-9fa6-bee9b5fc804e_20250415T20:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from Homestead Diagnostic Center. My name is [PII]. I'm just calling in regards to see of a patient's APL is active.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] All right, that would be 01611522 M as in mom, L as in Larry, 8.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] That's [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and calling for eligibility today?
[CUSTOMER][POSITIVE] Uh yes, correct.
[AGENT][NEUTRAL] OK, the policy has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That's gonna be all sweetie thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Likewise