AccountId: 011433970860
ContactId: fc315e4d-059e-4e49-b128-98625ffedd4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63130 ms
Total Talk Time (AGENT): 26631 ms
Total Talk Time (CUSTOMER): 21649 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/fc315e4d-059e-4e49-b128-98625ffedd4e_20250424T18:33_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] I need to verify eligibility.
[AGENT][NEUTRAL] OK. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 451-74
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much, [PII], for verifying the policy. You're calling in for eligibility. It does show that it is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Thank you so much and thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] All right bye bye.