AccountId: 011433970860
ContactId: f40a865d-067e-4e8f-9cc9-64d833211b2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105139 ms
Total Talk Time (AGENT): 38819 ms
Total Talk Time (CUSTOMER): 38202 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/f40a865d-067e-4e8f-9cc9-64d833211b2e_20250303T20:22_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, I'm calling from the.
[CUSTOMER][NEUTRAL] Um, Nicholas Children's Urgent Care Center. I'm calling to verify the eligibility of a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] A. Call back [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Policy number here is 0258.
[CUSTOMER][NEUTRAL] 0009.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy you're calling in for eligibility. It does show that the policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you if I can get a reference number please.
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, how do you spell your name?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Alright, thank you that'll be all.
[AGENT][POSITIVE] You're welcome, thank you.
[CUSTOMER][POSITIVE] Alright, have a nice day.