AccountId: 011433970860
ContactId: bfbc0185-0d84-4b4a-bce8-c8e47b0745d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95930 ms
Total Talk Time (AGENT): 37500 ms
Total Talk Time (CUSTOMER): 43051 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/bfbc0185-0d84-4b4a-bce8-c8e47b0745d1_20250113T20:49_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, my name is [PII]. I'm calling to verify a patient's eligibility.
[AGENT][NEUTRAL] I can verify eligibility, [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] It is 023128849 ML 8.
[AGENT][NEUTRAL] 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], date of birth is
[CUSTOMER][NEUTRAL] [PII] sorry [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK, um perfect so then all I need is your name and the reference call number if you provide that.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] [PII] along with today's date.
[CUSTOMER][POSITIVE] Alright perfect thank you so much, [PII].
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You as well take care bye bye.