AccountId: 011433970860
ContactId: d3388f69-637e-4a27-960f-ce5b7adbc6c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90919 ms
Total Talk Time (AGENT): 36071 ms
Total Talk Time (CUSTOMER): 41546 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d3388f69-637e-4a27-960f-ce5b7adbc6c6_20250625T13:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, [PII], I'm calling to, um, get eligibility for a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Sure and um you want my name or the patient?
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 1542311ML8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective for [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, great. And is there a reference number?
[AGENT][NEUTRAL] 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 today?
[CUSTOMER][POSITIVE] Nope, that's it. Thank you so much. You have a great day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.