AccountId: 011433970860
ContactId: f3387e5b-34f7-47cc-96e4-00dc8b783292
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67580 ms
Total Talk Time (AGENT): 29468 ms
Total Talk Time (CUSTOMER): 25317 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f3387e5b-34f7-47cc-96e4-00dc8b783292_20250417T20:54_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, I'm calling to verify eligibility for a patient here in the ER.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII], uh, number [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] I have 02584275.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said you're calling for eligibility today?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I show this policy been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much, [PII]. I hope you have a good day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Bye.