AccountId: 011433970860
ContactId: 98d5593b-2703-4bd5-8e4a-052a0833b2e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67269 ms
Total Talk Time (AGENT): 29507 ms
Total Talk Time (CUSTOMER): 25789 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/98d5593b-2703-4bd5-8e4a-052a0833b2e5_20250312T20:42_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] Hi [PII], my name is [PII] with UVA Medical Center. I was just needing help verifying eligibility for a member if you have a moment.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure it is 02282211.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[AGENT][NEUTRAL] Looks like this plan termed 10-1-2024, there is no active policy on file.
[CUSTOMER][POSITIVE] That is perfect thank you so much for your help. I hope you have a great evening.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great rest of your day as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.