AccountId: 011433970860
ContactId: d153a01d-d885-4157-bae6-eb4cd2dd61fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90809 ms
Total Talk Time (AGENT): 41440 ms
Total Talk Time (CUSTOMER): 42614 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/d153a01d-d885-4157-bae6-eb4cd2dd61fa_20250114T20:08_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] Yes, I need to just verify um if my patient is still eligible for her insurance.
[AGENT][NEUTRAL] I can verify your eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And the policy number is 1121325.
[AGENT][POSITIVE] Thank you. And [PII], may I have a good callback number?
[CUSTOMER][NEUTRAL] [PII] started giving my my cell phone number. Oh my goodness.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful, can I have any kind of reference number for our 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 will be it. Thank you so very much for your help.
[AGENT][POSITIVE] You're so welcome, and [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Mm bye-bye.