AccountId: 011433970860
ContactId: e7611dcb-e4d5-498e-9868-dec41e538e37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104050 ms
Total Talk Time (AGENT): 41210 ms
Total Talk Time (CUSTOMER): 52164 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/e7611dcb-e4d5-498e-9868-dec41e538e37_20250122T15:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I need to verify your patient eligibility, please.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and call back number?
[CUSTOMER][NEUTRAL] [PII], the callback number is um [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on, [PII]?
[CUSTOMER][NEUTRAL] 02029845 ML 8.
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you said you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] I show this policy effective since [PII]. It is still active. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, a reference number please? [PII].
[AGENT][NEUTRAL] To reference our call, you'll use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] KES.
[CUSTOMER][NEUTRAL] I'm sorry, can you spell it again? [PII]
[AGENT][NEUTRAL] HIA.
[CUSTOMER][NEUTRAL] I A
[CUSTOMER][POSITIVE] OK. Thank you very much. I really appreciate your assistance.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Bye bye now.
[AGENT][NEUTRAL] Bye bye.