AccountId: 011433970860
ContactId: cdec76ff-297d-4630-985c-77e81cc6589d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104849 ms
Total Talk Time (AGENT): 37530 ms
Total Talk Time (CUSTOMER): 28382 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/cdec76ff-297d-4630-985c-77e81cc6589d_20250310T19:03_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] Hi, I'm I'm calling to check uh eligibility for a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Sure it is.
[CUSTOMER][NEUTRAL] 02449811
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits for this member?
[CUSTOMER][NEUTRAL] Um, basically just eligibility and, and, and to find out what type of policy this is, excuse me.
[AGENT][POSITIVE] OK, I can assist you with that. I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And thank you so much, [PII], for verifying the policy. You're calling in for eligibility. It does show that the policy is currently active. The effective date is [PII], and this policy is considered their supplemental.
[CUSTOMER][POSITIVE] Oh, OK. All right, thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Nope, that'll do it.
[AGENT][POSITIVE] Thank you so much for calling American Public Life. [PII] have a great day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you. Bye.