AccountId: 011433970860
ContactId: 2157798c-368a-43ea-82a4-940756241668
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69839 ms
Total Talk Time (AGENT): 27537 ms
Total Talk Time (CUSTOMER): 27937 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/2157798c-368a-43ea-82a4-940756241668_20250130T18:58_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] Hi, good afternoon. My name is [PII]. I'm calling from South Miami Hospital to check eligibility for the patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] 2508097 ML 7
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK perfect and [PII], what is the initial and last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Thank you so much for that information and have a good day.
[AGENT][POSITIVE] OK, you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too mhm bye.