AccountId: 011433970860
ContactId: b906d530-41cc-4eea-ad64-86c22aaab71b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78750 ms
Total Talk Time (AGENT): 34126 ms
Total Talk Time (CUSTOMER): 28522 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b906d530-41cc-4eea-ad64-86c22aaab71b_20250602T15:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII], and I'm calling from the Nebraska Medical Center trying to verify, uh, members eligibility.
[AGENT][NEUTRAL] OK, I can help you with that, uh, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 02575994.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and then you did say you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so the policy effective since [PII], it is still active. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was it. I appreciate your help.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling American Public Life. Bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.