AccountId: 011433970860
ContactId: 04390a32-d15c-4db4-bc1f-f7a130e28af0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122239 ms
Total Talk Time (AGENT): 65211 ms
Total Talk Time (CUSTOMER): 43879 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/04390a32-d15c-4db4-bc1f-f7a130e28af0_20250113T20:32_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] Yes, hi, ma'am. My name is [PII] and I'm calling from Erlanger Medical Hospital and I was just calling to check a patient's eligibility.
[AGENT][NEUTRAL] May I please have a go ahead.
[CUSTOMER][NEUTRAL] Um, ma'am, can you spell your name for me? Can you spell your name for me, please?
[AGENT][NEUTRAL] It is spelled [PII] last initial of [PII] and today's date will be used as the call reference.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] You're welcome. May I please have a call back number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, that is [PII] and let me see what the policy number is. That is 018412777.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. Birth date is [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] Correct.
[CUSTOMER][NEUTRAL] Yes, ma'am. Can I have your mailing address?
[AGENT][NEUTRAL] Yes, that mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and can I get your fax number, please?
[AGENT][NEUTRAL] Yes, the fax number is [PII].
[AGENT][NEUTRAL] [PII] and that is attention claims department.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you