AccountId: 011433970860
ContactId: b3b7a80c-f8eb-490f-8ffd-3069e13c435d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97099 ms
Total Talk Time (AGENT): 45560 ms
Total Talk Time (CUSTOMER): 30839 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/b3b7a80c-f8eb-490f-8ffd-3069e13c435d_20250605T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII] and I'm just calling to verify patients eligibility please.
[AGENT][NEUTRAL] Yes, [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And [PII], may I have the provider's name please?
[CUSTOMER][NEUTRAL] MUSC Health, heart and vascular.
[AGENT][NEUTRAL] Thank you and may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's um 02624817.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] And thank you so much, [PII] for verifying the policy. You're calling in for eligibility. It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, your name one more time and is there a call reference number?
[AGENT][NEUTRAL] Yes, the call reference will be my first name [PII], which is spelled [PII] last initial [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right sounds great thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII], have a great day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you, bye.