AccountId: 011433970860
ContactId: e901f5bd-39c2-499e-b71d-f8aacb94b023
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92900 ms
Total Talk Time (AGENT): 44718 ms
Total Talk Time (CUSTOMER): 39212 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/e901f5bd-39c2-499e-b71d-f8aacb94b023_20250311T13:31_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to get eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII] and phone number [PII].
[AGENT][NEUTRAL] OK, thank you for that, [PII]. Can I get the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02292690.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for that and you did say eligibility today?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[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] Do y'all have reference number or can fax over?
[AGENT][NEUTRAL] Uh, we don't have the ability to.
[AGENT][NEUTRAL] Are you talking about benefits?
[CUSTOMER][POSITIVE] Thanks. OK.
[CUSTOMER][NEUTRAL] To just to show eligibility or that our reference number.
[AGENT][NEUTRAL] Oh, OK. To reference the call, you uh will use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's [PII] and then today's date?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, OK, [PII] [PII] OK. OK. Thank you so much.
[AGENT][NEUTRAL] Yeah. That's OK. And today's day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you bye.