AccountId: 011433970860
ContactId: cbab11d3-0451-4108-8d16-c16015ba2140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84080 ms
Total Talk Time (AGENT): 35200 ms
Total Talk Time (CUSTOMER): 40342 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/cbab11d3-0451-4108-8d16-c16015ba2140_20250310T19:30_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, yes ma'am I just needed to check um eligibility for a patient please.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] um callback number is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 01656930.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, first name is [PII] Last name is [PII] um birthday is [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy and you're calling in for eligibility. It does show that the policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No ma'am, is there a reference number for this call by chance?
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much honey have a good day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] Bye bye.