AccountId: 011433970860
ContactId: 1ba3f0ed-c4a9-4b4b-aa59-6e7b8a96e09e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72639 ms
Total Talk Time (AGENT): 28070 ms
Total Talk Time (CUSTOMER): 22557 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/1ba3f0ed-c4a9-4b4b-aa59-6e7b8a96e09e_20250403T15:38_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, my name is [PII] calling from Baptist Hospital. I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02450101 ML 7
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And thank you so much [PII], for verifying the policy. Excuse me. You're calling for eligibility. It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you too bye bye