AccountId: 011433970860
ContactId: 0b04be3a-b4b1-47b6-aa87-ab583ec77192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76779 ms
Total Talk Time (AGENT): 32066 ms
Total Talk Time (CUSTOMER): 31034 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/0b04be3a-b4b1-47b6-aa87-ab583ec77192_20250520T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Golden Triangle. I need to get an effective date on a patient, please.
[AGENT][NEUTRAL] Oh OK, I can help you with that. You did say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 026244447
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, for that, and you did say you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I show her policy has been effective since [PII] and still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. You
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am. That's it. You have a good rest of your day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You have a wonderful day yourself. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.