AccountId: 011433970860
ContactId: d1956a1b-aeb5-4451-a8c0-b62378812350
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67779 ms
Total Talk Time (AGENT): 28640 ms
Total Talk Time (CUSTOMER): 29730 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/d1956a1b-aeb5-4451-a8c0-b62378812350_20250303T16:19_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], this is [PII]. I'm calling today to verify eligibility for a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number, [PII]?
[CUSTOMER][NEUTRAL] The policy number is 01851218ML8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. His date of birth is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for verifying that information. Looks like plan term 12-1-2022, and there is no active policy on file.
[CUSTOMER][POSITIVE] Perfect. [PII], can I get the last, uh, first initial of your last name just to document?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thank you for your help today. Have a lovely day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.