AccountId: 011433970860
ContactId: 23a7d345-3b39-4d90-a173-d644ffabc1d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88879 ms
Total Talk Time (AGENT): 30914 ms
Total Talk Time (CUSTOMER): 37116 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/23a7d345-3b39-4d90-a173-d644ffabc1d8_20250619T14:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good, sorry. Hi, good morning. I'm calling from uh Baptist Hospital. I'm just trying to check on a patient's uh coverage to see if they, if the secondary insurance is still active.
[AGENT][NEUTRAL] OK, may I please have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Call back is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes. It will be 02550840.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and thank you so much for verifying the policy. You're calling in for eligibility. It does show that the policy is currently active with the effective date of [PII]. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that'll be all. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] You as well take care.
[AGENT][POSITIVE] Thank you.