AccountId: 011433970860
ContactId: f69ceede-fe23-4c4e-abbe-88d86d531779
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74360 ms
Total Talk Time (AGENT): 27307 ms
Total Talk Time (CUSTOMER): 25171 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/f69ceede-fe23-4c4e-abbe-88d86d531779_20250506T19:39_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, my name is [PII]. I'm calling from um University of Kansas Health System to see if an insurance is active on a patient.
[AGENT][NEUTRAL] OK, can I help you with that, [PII]. Could I call, uh, could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you the policy number you're calling on?
[CUSTOMER][NEUTRAL] Uh, it is 021-75808.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you did say eligibility today I show the policy uh is still active.
[CUSTOMER][POSITIVE] OK, that's all I needed thank you you have a wonderful day.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day and thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye.