AccountId: 011433970860
ContactId: b32b4c50-a8b2-4bff-994d-d04cff85893f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80769 ms
Total Talk Time (AGENT): 35038 ms
Total Talk Time (CUSTOMER): 25837 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b32b4c50-a8b2-4bff-994d-d04cff85893f_20250603T13:38_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, my name is [PII]. I'm calling from the provider's office to where the patient I want to be.
[AGENT][NEUTRAL] Um, this is [PII]. How can I help you? I can barely hear you.
[CUSTOMER][NEUTRAL] My name is [PII] calling from the provider's office.
[CUSTOMER][NEUTRAL] To verify patient eligibility. Could you please help?
[AGENT][NEUTRAL] I can verify eligibility, [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] 02583032.
[AGENT][NEUTRAL] May I have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Thank you. And could you please spell your name?
[AGENT][NEUTRAL] [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Oh, that's all for today. Thank you for your help.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.