AccountId: 011433970860
ContactId: ef3a1e9f-6304-4ade-a3ef-1534baa62f0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114959 ms
Total Talk Time (AGENT): 51829 ms
Total Talk Time (CUSTOMER): 43971 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/ef3a1e9f-6304-4ade-a3ef-1534baa62f0c_20250506T13:02_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] Hi, this is [PII] calling from provider's office, checking on a checking on the eligibility for a member.
[AGENT][NEUTRAL] I can verify your eligibility. May I have your first name and the policy number?
[CUSTOMER][NEUTRAL] My first name is [PII]. And before providing you with any other information, I would like to inform you this call is being recorded for quality and training purpose. Member ID starts with 02444753 M as Mike L as Lima, number 8.
[AGENT][POSITIVE] Thank you. 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] Patient name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Help me with the claim mailing address.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sure. Help me with the call reference number?
[AGENT][NEUTRAL] It will be my name, [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] OK. Thank you for calling American Public Life. Have a great day. Bye-bye.