AccountId: 011433970860
ContactId: fb8859c9-f470-4404-bb37-84953c687bdd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63250 ms
Total Talk Time (AGENT): 31770 ms
Total Talk Time (CUSTOMER): 20550 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/fb8859c9-f470-4404-bb37-84953c687bdd_20250318T13:59_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I wanted to verify a patient's eligibility.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] 02539250
[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] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[AGENT][NEUTRAL] It looks like this policy is no longer active as of [PII], and there is no active policy on file.
[CUSTOMER][POSITIVE] Got you, OK, thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.