AccountId: 011433970860
ContactId: cfd1b31a-4190-46b3-9cd3-ea36966e80e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86239 ms
Total Talk Time (AGENT): 41179 ms
Total Talk Time (CUSTOMER): 35980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/cfd1b31a-4190-46b3-9cd3-ea36966e80e2_20250108T16:28_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] Hi, [PII], good morning. I'm calling just to check if a patient is active and if off is required if they are the secondary.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the policy number is 2543961.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and that's at extension [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective?
[AGENT][NEUTRAL] 912024 and it is active prior author is not required.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help. Can I get a reference number for the call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much for your help.
[AGENT][POSITIVE] You are so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.