AccountId: 011433970860
ContactId: 1b2c8f99-022b-4c36-b228-0feb5f2c04e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89360 ms
Total Talk Time (AGENT): 37489 ms
Total Talk Time (CUSTOMER): 28919 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/1b2c8f99-022b-4c36-b228-0feb5f2c04e1_20250620T15:11_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] Hi, good morning. My name is [PII]. I'm calling from Baptist Hospital to check eligibility for the patient.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02255683 M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. You're calling in for eligibility. It does show that it's currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, can I have your name again?
[AGENT][NEUTRAL] It is [PII]. Would you like for me to spell that for you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It is spelled [PII] and today's date as the call reference.
[CUSTOMER][POSITIVE] OK, thank you so much for your help and have a good day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] OK, you too.