AccountId: 011433970860
ContactId: c6ad1b86-64d0-4c6b-a890-a0df5fb2b286
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92559 ms
Total Talk Time (AGENT): 41163 ms
Total Talk Time (CUSTOMER): 31426 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/c6ad1b86-64d0-4c6b-a890-a0df5fb2b286_20250324T16:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from Oxford Orthopedics. I was calling to get eligibility for a member.
[AGENT][NEUTRAL] OK, I can help you with that. [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 111-383-0.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying the policy and you did say you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, looks like this policy did cancel, uh, [PII]. I'm not showing any other active policies with us.
[CUSTOMER][NEUTRAL] Alright, is there a reference number for this call?
[AGENT][NEUTRAL] Yes ma'am, to reference the call you'll use my name and today's date.
[AGENT][NEUTRAL] And is there anything else I can help? [PII]
[CUSTOMER][NEUTRAL] What was your name again? Sorry.
[CUSTOMER][POSITIVE] Well thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful day thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Mhm bye bye.