AccountId: 011433970860
ContactId: edabb543-cbf8-4e1b-90ae-2f280f4cee92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89790 ms
Total Talk Time (AGENT): 33257 ms
Total Talk Time (CUSTOMER): 41618 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/edabb543-cbf8-4e1b-90ae-2f280f4cee92_20250506T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I just wanted to verify um eligibility for a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 018688888.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, and OK, yeah, I just wanted to verify if it was active and it covers uh because the patient has some insurances, so it covers the other co-pay, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, may I just have a reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Very thank
[CUSTOMER][NEUTRAL] OK, what was the last initial? I'm sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. OK, thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Likewise bye bye.