AccountId: 011433970860
ContactId: b802a533-1012-42b3-ba08-d591b2890ec0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124629 ms
Total Talk Time (AGENT): 46682 ms
Total Talk Time (CUSTOMER): 38647 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/b802a533-1012-42b3-ba08-d591b2890ec0_20250610T18:56_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, [PII]. Um, I'd like to verify um eligibility for an upcoming visit.
[AGENT][NEUTRAL] Are you the provider, insured, agent?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] May I have your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02492214
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have a patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for eligibility for this member?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and I can assist you with that. 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] Nope, that'll be all. You said 51 of 24. OK. And can I have a reference number, please?
[AGENT][NEUTRAL] Yes, the call reference would be my first name [PII], last initial of [PII] in today's date.
[CUSTOMER][NEUTRAL] OK. Could you spell your first name for me, please?
[AGENT][NEUTRAL] Yes, it is spelled [PII]
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.