AccountId: 011433970860
ContactId: 13f0e09a-b9af-4ca8-957c-8505aeb9b5b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83419 ms
Total Talk Time (AGENT): 33190 ms
Total Talk Time (CUSTOMER): 32949 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/13f0e09a-b9af-4ca8-957c-8505aeb9b5b4_20250529T14:23_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] Sorry, hi, my name is [PII]. I'm calling from Memorial Hospital. I'm calling just to verify um a patient's eligibility and what um their start date was.
[AGENT][NEUTRAL] OK, you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I please have a call back number and then the policy number?
[CUSTOMER][NEUTRAL] The callback number is [PII]. Policy number is 02552438 M like Mary L like Larry, the number 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] 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 with the effective date of.
[AGENT][NEUTRAL] 71 of 24. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh nope, that's it just a call reference number if you have one and the first initial of your last name.
[AGENT][NEUTRAL] The call reference would be my first name [PII], last initial of [PII] and today's date.