AccountId: 011433970860
ContactId: c750f0a2-5dc9-4fc2-8106-4ca16f2ff163
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74279 ms
Total Talk Time (AGENT): 33080 ms
Total Talk Time (CUSTOMER): 33328 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/c750f0a2-5dc9-4fc2-8106-4ca16f2ff163_20250109T17:01_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Gateway Urgent Care, um, and I was just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, can I help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] 01897857
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have a uh [PII].
[AGENT][NEUTRAL] OK, and his date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you call for eligibility. Um, I show the policy still active. It has been effective since [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] No, that was it thank you.
[AGENT][POSITIVE] OK, have a wonderful day. Thank you for calling APO. Bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.