AccountId: 011433970860
ContactId: e8e0c15f-af82-4c97-aa46-97799fbb86f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92639 ms
Total Talk Time (AGENT): 37167 ms
Total Talk Time (CUSTOMER): 33179 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/e8e0c15f-af82-4c97-aa46-97799fbb86f5_20250304T15:10_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] Hi, [PII]. My name is [PII] calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mm, OK, I can help you with that, [PII]. Could I get a call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] It is 226-5313.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. The date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy and you said you called for eligibility today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I show this policy has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] for the, could you please spell your name for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you. And is there any call reference number for this call?
[AGENT][NEUTRAL] To reference the call you you'll use my name in today's date.
[CUSTOMER][POSITIVE] Thank you. Have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day yourself and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Yeah, bye.