AccountId: 011433970860
ContactId: af90fcef-67f6-4915-9e3f-b80e737c9dfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120510 ms
Total Talk Time (AGENT): 40348 ms
Total Talk Time (CUSTOMER): 40048 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/af90fcef-67f6-4915-9e3f-b80e737c9dfc_20250520T18:23_UTC.wav
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[AGENT][NEUTRAL] Life, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I need to verify your patient's eligibility, please.
[AGENT][NEUTRAL] OK. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Mm, [PII] callback number is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] It is 02029845 ML 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy you were calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[AGENT][NEUTRAL] And for this policy, it does show that it is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] 10 1 of 21.
[AGENT][NEUTRAL] In one of 21.
[CUSTOMER][NEUTRAL] Thank you very much. Uh, now, I just need to verify uh reference number for this call, please.
[AGENT][NEUTRAL] Yes, the reference number is my first name [PII], last initial of [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you very much, [PII]. I really appreciate your assistance.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye now.
[AGENT][NEUTRAL] Bye bye.