AccountId: 011433970860
ContactId: c20a4469-4a01-430a-84e0-211975efb574
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94819 ms
Total Talk Time (AGENT): 34568 ms
Total Talk Time (CUSTOMER): 47447 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/c20a4469-4a01-430a-84e0-211975efb574_20250324T18:32_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] Hey [PII], I was needing to get um uh eligibility fax for a patient pretty please.
[AGENT][NEUTRAL] OK, may I please have your name?
[CUSTOMER][NEUTRAL] Sure my name is [PII].
[AGENT][NEUTRAL] And [PII], may I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Absolutely [PII] no extension and then I have [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for eligibility for this member?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] It is showing that they're currently active. The effective date is [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, could you give me a fax back of that?
[AGENT][NEUTRAL] Yes, may I have the fax number?
[CUSTOMER][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] OK, I will get the request submitted over to you. Is there anything else I can do for you today?
[CUSTOMER][POSITIVE] I don't think so, [PII] thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] OK, thank you.