AccountId: 011433970860
ContactId: b8d4005d-6930-4578-8c01-36bd1aa06fd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82800 ms
Total Talk Time (AGENT): 32599 ms
Total Talk Time (CUSTOMER): 27942 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/b8d4005d-6930-4578-8c01-36bd1aa06fd0_20250109T15:11_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] Yes, my name is [PII]. I am calling to verify a patient's eligibility.
[AGENT][NEUTRAL] May I please have a call back number and then the policy number?
[CUSTOMER][NEUTRAL] [PII]. I have the policy number as being 795136.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And thank you so much for needta for verifying the policy. It is showing that this policy is no longer active. The term date is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great, thank you again that was [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you for your help, [PII].
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.