AccountId: 011433970860
ContactId: cee1242b-ea13-4f62-b322-eb9dbe88ef00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90669 ms
Total Talk Time (AGENT): 41575 ms
Total Talk Time (CUSTOMER): 36732 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/cee1242b-ea13-4f62-b322-eb9dbe88ef00_20250121T21:58_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] Hi [PII], I'm calling about eligibility uh for this patient.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] OK, thank you for that. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] The policy number is 772-420.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying his policy and you did say eligibility today?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, show his policy with us termed on [PII]. Uh, I do not show any other active policies.
[CUSTOMER][NEUTRAL] Mm turn on August.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can I get a reference number?
[AGENT][NEUTRAL] Yes, to reference the call, you'll use my name [PII] and today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you alright bye bye.
[AGENT][NEUTRAL] Bye bye.