AccountId: 011433970860
ContactId: e9964da3-d0a9-4805-aa88-37dcfa3b4379
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95250 ms
Total Talk Time (AGENT): 38981 ms
Total Talk Time (CUSTOMER): 33808 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/e9964da3-d0a9-4805-aa88-37dcfa3b4379_20250606T16:22_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, my name is [PII] calling on a recorded line from Baptist Health. My name is spelled [PII] and I'm calling to verify eligibility.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02584203
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] [PII]'s name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility. It does show that it is currently active with the effective date of [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, just a call reference number please.
[AGENT][NEUTRAL] The call reference would be my first name, [PII] [PII] and today's date.
[CUSTOMER][NEUTRAL] would be my first name.
[CUSTOMER][POSITIVE] Alright wonderful thank you [PII] for assisting you have a good weekend OK?
[AGENT][POSITIVE] You're welcome and thank you so much, [PII] for calling American Public Life. Have a great day and weekend as well.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Bye.