AccountId: 011433970860
ContactId: a8b2c986-1ecc-4f0f-ab4b-dcc86b4b74f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62720 ms
Total Talk Time (AGENT): 33666 ms
Total Talk Time (CUSTOMER): 31176 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/a8b2c986-1ecc-4f0f-ab4b-dcc86b4b74f7_20250312T20:23_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, Miss [PII], my name is [PII]. I was calling to verify a patient's uh, dental policy is still active, please.
[AGENT][NEUTRAL] OK, I can help you with that [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 603-072
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Miss [PII] of [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying her account and you're calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Her policy has been effective since [PII], it is still active. Is there anything else I can help you with? OK.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][POSITIVE] No ma'am, that'll be it. I appreciate your help.
[AGENT][POSITIVE] OK. You have a wonderful day, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.