AccountId: 011433970860
ContactId: 1cd601e8-6390-4132-bc13-a948067e8f4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109400 ms
Total Talk Time (AGENT): 40399 ms
Total Talk Time (CUSTOMER): 57453 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/1cd601e8-6390-4132-bc13-a948067e8f4c_20250221T17:09_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] Hello. Uh, good morning, One or good afternoon. My name is [PII]. I'm calling from Montana Medical Center.
[CUSTOMER][NEUTRAL] And I like check, um, I mean verify eligibility.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] I can verify
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] It would be all right. 021.
[CUSTOMER][NEUTRAL] 443.
[CUSTOMER][NEUTRAL] 03
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, number 8 at the end.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][POSITIVE] You may have a good.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It would be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Looks like this plan term 112023, there is no active policy on file.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Alright, no active policy on file.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Or anything
[CUSTOMER][POSITIVE] Uh, no, thank you very much. It would, it would be everything for now. Can I get a call reference number please?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII], last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. Have a good one.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.