AccountId: 011433970860
ContactId: 9ac2293f-6243-44e7-9cc9-263732ca5923
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65128 ms
Total Talk Time (AGENT): 30561 ms
Total Talk Time (CUSTOMER): 32617 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/9ac2293f-6243-44e7-9cc9-263732ca5923_20250317T14:24_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I work for Saint Luke's Physician Group. I'm just needing to verify eligibility for a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, absolutely it's 01960330 M as in Mark L as in lamb 8.
[AGENT][POSITIVE] Thank you. And may I have a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Absolutely it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No problem. It's [PII]. Last name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Perfect thank you so much and then do you guys do reference numbers for your calls?
[AGENT][NEUTRAL] Yes, will be my name which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you you have a great day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye bye.