AccountId: 011433970860
ContactId: 2375dc31-5657-42b9-a2c4-d2432bb783cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76279 ms
Total Talk Time (AGENT): 27581 ms
Total Talk Time (CUSTOMER): 41326 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/2375dc31-5657-42b9-a2c4-d2432bb783cc_20250430T14:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling here from Baptist Hospital, and I'm just checking eligibility for a patient.
[AGENT][NEUTRAL] Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII], can I have a callback number for you and that policy number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yes, of course, [PII].
[CUSTOMER][NEUTRAL] And the policy is
[CUSTOMER][NEUTRAL] 1455855 M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] So, this policy was terminated [PII] and the member has no active policy here in American Public Life.
[CUSTOMER][NEUTRAL] [PII] and the member has no active policy here.
[CUSTOMER][NEUTRAL] Got it. OK, uh, what is your name again?
[AGENT][NEUTRAL] My name is [PII], and today's date is a reference [PII].
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK thank you have a nice day.
[AGENT][POSITIVE] Thanks for calling AP