AccountId: 011433970860
ContactId: bbdb006f-797b-46e4-bab3-f088fc4be382
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85319 ms
Total Talk Time (AGENT): 38089 ms
Total Talk Time (CUSTOMER): 32736 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/bbdb006f-797b-46e4-bab3-f088fc4be382_20250422T13:59_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 [PII], my name is [PII] and I'm calling from the Emory Clinic. I need to, uh, verify eligibility for a patient, please.
[AGENT][NEUTRAL] I can verify eligibility. [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02491580.
[AGENT][POSITIVE] Thank you. May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for verifying that information. I'll get this pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like this plan termed on [PII] and there is no active policy on file.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] OK, that's what I needed to know, um, and what was your name again?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] is there a reference number for this call or just your name?
[AGENT][NEUTRAL] It will, it will be my name along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much have a good one.
[AGENT][POSITIVE] OK, you're so welcome and thank you for calling American Public Life. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.