AccountId: 011433970860
ContactId: 0f42ac9b-47fe-4269-b59c-aa797fa8c323
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82260 ms
Total Talk Time (AGENT): 30878 ms
Total Talk Time (CUSTOMER): 33605 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/0f42ac9b-47fe-4269-b59c-aa797fa8c323_20250130T20:41_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 [PII], this is [PII]. I'm calling from Baptist Hospital of Miami. Um, I'm just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's 144.
[CUSTOMER][NEUTRAL] 8882.
[CUSTOMER][NEUTRAL] ML 5.
[AGENT][POSITIVE] Thank you and may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, my number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Looks like this plan term [PII], there is no active policy on file.
[CUSTOMER][NEUTRAL] There it's it's inactive right now?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much have a great day.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye.