AccountId: 011433970860
ContactId: d298b061-3950-45ba-8647-26e8010d9e5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65800 ms
Total Talk Time (AGENT): 32549 ms
Total Talk Time (CUSTOMER): 25463 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/d298b061-3950-45ba-8647-26e8010d9e5c_20250530T15:22_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 02456725.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying her account, and you are calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, it looks like this policy is no longer active. It did turn on [PII].
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you.
[AGENT][POSITIVE] OK, [PII], you have a wonderful weekend. Thank you for calling APO.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, you do the same.
[AGENT][NEUTRAL] Bye bye.