AccountId: 011433970860
ContactId: cebf3627-a384-4507-b297-7392cca3cfb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67599 ms
Total Talk Time (AGENT): 28200 ms
Total Talk Time (CUSTOMER): 30602 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/cebf3627-a384-4507-b297-7392cca3cfb2_20250512T16:40_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] Um, hello, [PII], uh, to check for eligibility for a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII] and the policy number is 1263928.
[AGENT][NEUTRAL] [PII], may I have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII], and then date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Looks like this plan termed on [PII] and there is no active policy on file.
[CUSTOMER][POSITIVE] Alrighty alrighty thank you so much that's all I needed.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.