AccountId: 011433970860
ContactId: aca745a8-2777-46fd-8b13-f13d15930c64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87580 ms
Total Talk Time (AGENT): 32337 ms
Total Talk Time (CUSTOMER): 26463 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/2025/06/12/aca745a8-2777-46fd-8b13-f13d15930c64_20250612T13:21_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] Uh yes ma'am. I was going to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, may I have your name, please?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Uh, that's gonna be 02486290.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility for this member I can assist you with that. I'm pulling that up for you now.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] It is shown that this member is no longer active. The term date is [PII].
[CUSTOMER][POSITIVE] OK, so it's turn. OK. All righty. OK, thank you so much for your help. I appreciate you.
[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.