AccountId: 011433970860
ContactId: 02bcd0eb-5f3f-4e52-8e02-d37de2218957
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109620 ms
Total Talk Time (AGENT): 47521 ms
Total Talk Time (CUSTOMER): 34670 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/02bcd0eb-5f3f-4e52-8e02-d37de2218957_20250402T13:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Hospital of Miami. It's just to verify if the patient's policy is active.
[AGENT][NEUTRAL] I can verify eligibility. May I have your first name again and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], which is [PII], and the policy number is 01991312.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for Ms. [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. I'll get this pulled up, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] The active policy number will be 02.
[AGENT][NEUTRAL] 298-042. This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Perfect, do you have a reference number for the call by any chance?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That will be all thank you so much.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.