AccountId: 011433970860
ContactId: b4c12e37-26cb-4e9d-b51d-eddab7beb71b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75540 ms
Total Talk Time (AGENT): 37528 ms
Total Talk Time (CUSTOMER): 25969 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/b4c12e37-26cb-4e9d-b51d-eddab7beb71b_20250409T13:23_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, this is [PII]. I'm calling from Prima Health, and I want to verify patient eligibility.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's 021-37707.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Can you spell your first name for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Thank you for verifying that information. This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Uh-huh, OK, I just need your name and call reference number.
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling A.