AccountId: 011433970860
ContactId: d7aff68c-2459-4674-aa7d-943400667e69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113809 ms
Total Talk Time (AGENT): 36330 ms
Total Talk Time (CUSTOMER): 41203 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d7aff68c-2459-4674-aa7d-943400667e69_20250603T13:27_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] Hi, I just need to verify eligibility.
[AGENT][NEUTRAL] I can verify your eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Um, so first name is [PII] and then the policy number.
[CUSTOMER][NEUTRAL] Do you, is that the outpatient benefit cert number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK it's 02152694 M as in mom, L as in love 8.
[AGENT][NEUTRAL] And may I have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Revis [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, perfect, uh, one second.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then what's your name?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] What's a good reference number for this call?
[AGENT][NEUTRAL] It will be my name along with today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that's fine thank you.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.