AccountId: 011433970860
ContactId: c56d3fb7-fe3b-42e2-99e4-eaf23722ef5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91739 ms
Total Talk Time (AGENT): 35882 ms
Total Talk Time (CUSTOMER): 37748 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/c56d3fb7-fe3b-42e2-99e4-eaf23722ef5c_20250418T13:38_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]. I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] I can verify your eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01659579 ML8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This policy is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, that's all. May, um, I have the initial of your last name and a reference call number if you provide that.
[AGENT][NEUTRAL] Yes, the reference number will be my name, which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[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.
[CUSTOMER][NEUTRAL] Who put the door open.