AccountId: 011433970860
ContactId: e6bf8227-3cb3-4d5d-883c-a4d018021c49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81580 ms
Total Talk Time (AGENT): 32278 ms
Total Talk Time (CUSTOMER): 24729 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/e6bf8227-3cb3-4d5d-883c-a4d018021c49_20250617T16:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I am needing to verify eligibility on a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] A callback number is [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] It is 1,341,910.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and birth.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is showing that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no, is there a reference number for our call?
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Alright bye.