AccountId: 011433970860
ContactId: dbfd3ef6-817f-4d13-b32d-030dba339595
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64337 ms
Total Talk Time (AGENT): 27789 ms
Total Talk Time (CUSTOMER): 28065 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/dbfd3ef6-817f-4d13-b32d-030dba339595_20250312T19:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, how are you? I'm just calling um because I need to verify if uh insurance is active.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] May I please have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] callback number is [PII].
[CUSTOMER][NEUTRAL] get into that
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Yeah it's 02506093.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you so much [PII] for verifying the policy you're calling in for eligibility. It does show that the policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you.