AccountId: 011433970860
ContactId: d749cf47-0d6a-4406-99d3-7af2c71dba0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75550 ms
Total Talk Time (AGENT): 38179 ms
Total Talk Time (CUSTOMER): 25980 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/d749cf47-0d6a-4406-99d3-7af2c71dba0d_20250204T18:39_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] Um, yes, this is [PII]. I'm with Mercy Health System, and I'm trying to verify eligibility on a patient, please.
[AGENT][NEUTRAL] [PII], I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02248641.
[AGENT][POSITIVE] Thank you, [PII], may I have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, do you have a call 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?
[CUSTOMER][POSITIVE] No, that's all I needed thank you so much have a good day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.