AccountId: 011433970860
ContactId: 22e5409b-ecab-4ee2-8cf5-1aeabaa5bc7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171490 ms
Total Talk Time (AGENT): 57229 ms
Total Talk Time (CUSTOMER): 51908 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/22e5409b-ecab-4ee2-8cf5-1aeabaa5bc7e_20250521T20:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm with the pre-services department at Memorial Hospital Miramar, calling to um verify if the policy is active, please.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Sure [PII], my callback number is [PII].
[AGENT][NEUTRAL] Thank you, and the policy number you're calling on?
[CUSTOMER][NEUTRAL] So the number may be 02476821 M as in Mike, L as in Lima, and the number 7.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you did say you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I do show that this policy was effective from [PII]. It did, uh, term on April.
[AGENT][NEUTRAL] [PII] and I do not show any other active policies with us.
[CUSTOMER][NEUTRAL] OK, so termed [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK doke, um, and if you.
[CUSTOMER][NEUTRAL] By her name there's no other policy?
[AGENT][NEUTRAL] No, uh, let me.
[AGENT][NEUTRAL] Let me just make sure.
[AGENT][NEUTRAL] Mm let me see if I pulled anything.
[AGENT][NEUTRAL] And her social.
[AGENT][NEUTRAL] No, I do not show her uh with an individual policy.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate your help, [PII]. Is there an initial to your last name?
[AGENT][NEUTRAL] You're welcome, [PII].
[AGENT][NEUTRAL] [PII]. And is there anything else I can help you with?
[CUSTOMER][POSITIVE] [PII]. Thank you.
[CUSTOMER][POSITIVE] No, that's it thanks a lot. I appreciate your help. Have a good day. Thank you.
[AGENT][POSITIVE] You're welcome have a wonderful day. Thank you for calling APO bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.