AccountId: 011433970860
ContactId: 1ebcb1ac-2752-4113-80a4-d4d3f4d6d586
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100940 ms
Total Talk Time (AGENT): 28692 ms
Total Talk Time (CUSTOMER): 25126 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/1ebcb1ac-2752-4113-80a4-d4d3f4d6d586_20250304T20:34_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] Yeah
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Hospital. I'm calling to get the benefits for a patient that has an appointment on [PII].
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] The policy number is 1542668.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] And thank you so much for verifying the member's policy. I'm pulling that information up for you now.
[AGENT][NEUTRAL] And for this member it is showing that they're no longer active, the term date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Oh, it's not active, it's inactive?
[AGENT][NEGATIVE] It's inactive.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.