AccountId: 011433970860
ContactId: a3bb4124-cb7e-4cd5-9cad-9ecd63a8f260
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89319 ms
Total Talk Time (AGENT): 34111 ms
Total Talk Time (CUSTOMER): 38308 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/a3bb4124-cb7e-4cd5-9cad-9ecd63a8f260_20250128T14:56_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, good morning. My name is [PII] S. I'm calling from Delray Medical Center. I'm just trying to verify uh if a patient has an active, uh, policy with you guys.
[AGENT][NEUTRAL] I can verify your eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] I've got 021-69009 M as in Mary, L as in Lima, the number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Gonna be [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII].
[CUSTOMER][NEUTRAL] The date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Awesome, OK.
[CUSTOMER][NEUTRAL] That was all I needed um, can I get like a call reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] All right, perfect. I appreciate your help.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Alright you too bye.