AccountId: 011433970860
ContactId: b0de7eba-d135-4ec5-84b9-d0dcdff4d2e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67519 ms
Total Talk Time (AGENT): 24506 ms
Total Talk Time (CUSTOMER): 36528 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/b0de7eba-d135-4ec5-84b9-d0dcdff4d2e9_20250311T15:00_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 [PII], I just spoke with um a different rep, [PII] regarding the patient's uh coverage. I forgot to get the effective date to be able to help me confirm the patient's effective date.
[AGENT][NEUTRAL] Yes, ma'am. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Policy number is 02214106 M like Mary, L like Larry, and the number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][POSITIVE] [PII]. Perfect. OK, that's all I needed for today, [PII]. That was the only patient I have for you.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye.