AccountId: 011433970860
ContactId: 084fdc47-aa11-491c-b00c-86060e331a5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82160 ms
Total Talk Time (AGENT): 32860 ms
Total Talk Time (CUSTOMER): 32323 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/084fdc47-aa11-491c-b00c-86060e331a5f_20250529T13:58_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, this is [PII] calling from Baptist Outpatient Services, um, just to see if a patient's policy is active, please.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, 18693448.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Looks like this plan term 3-1-2024, there is no active policy on file.
[CUSTOMER][NEUTRAL] OK, so it's currently inactive.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Alright, I appreciate that information very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nope, that's gonna be all 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.
[CUSTOMER][NEUTRAL] You too bye bye.