AccountId: 011433970860
ContactId: a4feb271-a6ce-4e59-83f0-5294464695f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73489 ms
Total Talk Time (AGENT): 37842 ms
Total Talk Time (CUSTOMER): 22159 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/a4feb271-a6ce-4e59-83f0-5294464695f5_20250324T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I just need to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, may I have your name, please?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And and may I please have the call back number and then the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the policy number is 1275049.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much and for verifying this member's policy. You're calling in for eligibility. It does show that the member is active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Nope, just a reference number.
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much I appreciate the help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.