AccountId: 011433970860
ContactId: ada28203-8ef9-4453-8c87-e97598a20612
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66540 ms
Total Talk Time (AGENT): 29581 ms
Total Talk Time (CUSTOMER): 29338 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/ada28203-8ef9-4453-8c87-e97598a20612_20250618T20:07_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 afternoon, my name is [PII]. I was calling to get outpatient benefits for patients.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02214386.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII] Soto, uh [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Looks like this policy termed 111-2024 and there is no active policy on file.
[CUSTOMER][POSITIVE] OK, perfect. Alright, [PII], um, those were the only questions I had. Thank you so much for your help, OK.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Bye bye.