AccountId: 011433970860
ContactId: f249e65f-a7a7-443c-8ab8-923f44af76ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75769 ms
Total Talk Time (AGENT): 39348 ms
Total Talk Time (CUSTOMER): 31576 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/f249e65f-a7a7-443c-8ab8-923f44af76ae_20250617T13:58_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, good morning. I just needed to verify eligibility please.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 0183485 018834858 ML 8.
[AGENT][NEUTRAL] Patient, OK. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying her policy and you're calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I show the policy effective since [PII], it is still active. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect, I would just need a reference number.
[AGENT][NEUTRAL] To reference our call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you have a good day.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day and thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye.