AccountId: 011433970860
ContactId: bb657b5b-01ab-4363-ae0d-5dafd919a981
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72040 ms
Total Talk Time (AGENT): 33882 ms
Total Talk Time (CUSTOMER): 30235 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/bb657b5b-01ab-4363-ae0d-5dafd919a981_20250123T16:03_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] Yes I was calling for eligibility.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm from Curators at the University of Missouri and the policy number is 01897856.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective, [PII] and it is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then could you give me your name again and then if there is a reference number for the call?
[AGENT][NEUTRAL] Yes, the reference will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] All right you too bye bye.