AccountId: 011433970860
ContactId: d2426ac8-141e-4dcb-b36a-148d8113e7ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66930 ms
Total Talk Time (AGENT): 32710 ms
Total Talk Time (CUSTOMER): 23341 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/d2426ac8-141e-4dcb-b36a-148d8113e7ca_20250519T20:48_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] I'm calling to get eligibility for a patient please.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my number is [PII].
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on, [PII]?
[CUSTOMER][NEUTRAL] 02462081
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you did say you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I do show that this policy has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.