AccountId: 011433970860
ContactId: d6a13d41-4b60-4c27-a073-cc16824a5911
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76419 ms
Total Talk Time (AGENT): 26298 ms
Total Talk Time (CUSTOMER): 28932 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/d6a13d41-4b60-4c27-a073-cc16824a5911_20250113T19:32_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just trying to get the eligibility of a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII], uh, first initial last name M, uh, phone number is [PII].
[AGENT][NEUTRAL] Can I please have the policy number?
[CUSTOMER][NEUTRAL] 2549863.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] And you're needing eligibility for this member?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[AGENT][NEUTRAL] It is showing that the policy is currently active. The effective date is [PII].
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Yeah