AccountId: 011433970860
ContactId: afe675be-5890-4703-a381-5a501e357518
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132559 ms
Total Talk Time (AGENT): 41858 ms
Total Talk Time (CUSTOMER): 71608 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/2025/03/05/afe675be-5890-4703-a381-5a501e357518_20250305T20:01_UTC.wav
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[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I am calling from a provider's office just to get um um eligibility on a patient.
[AGENT][NEUTRAL] May I have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, [PII] option 2. And the policy number that I have is going to be
[CUSTOMER][NEUTRAL] Um, 00613544.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, her first name is [PII]. Last name, I'm not even gonna try and say it, [PII] Date of birth [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you were calling in for eligibility. I can assist you with that. I'm pulling that up for you now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for this policy it does show that it's currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, it, can you fax me, um, benefits?
[AGENT][NEUTRAL] May I have a fax number?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Into the attention
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Attention
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, you don't have, you can do my name is [PII], um, so it's just 11 sec so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I will get that submitted over to you. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, I think that's it.
[AGENT][POSITIVE] OK, well I do wanna thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you.