AccountId: 011433970860
ContactId: 241320c8-8594-493d-8136-f421e6bf6905
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118970 ms
Total Talk Time (AGENT): 39669 ms
Total Talk Time (CUSTOMER): 62193 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/241320c8-8594-493d-8136-f421e6bf6905_20250506T17:56_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from uh from Baptist Hospital in [PII]. My name is [PII]. It's in regards to a patient. I was wondering if you can assist me, uh, to obtain uh coverage for the patient and also if it's active with you.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][POSITIVE] I'm so sorry. What did you say?
[AGENT][POSITIVE] Can I have the spelling of your name and a call back number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yes, of course. My name is [PII]
[CUSTOMER][NEUTRAL] And my callback number is [PII]. That's my direct number.
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number?
[CUSTOMER][NEUTRAL] I am showing 1241446 M for Mary, L for Larry, number 8.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] OK. Let me, uh, it would be [PII] or uh [PII]. Would you like me to spell that one? Because that's a long one.
[AGENT][NEUTRAL] You can. What is the date, you, what is her date of birth?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I am showing [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So you're calling to verify eligibility. This policy terminated [PII] and [PII] does not have an active policy here at American Public Life, [PII].
[CUSTOMER][NEUTRAL] They don't have it? OK, perfect. Uh, let me ask you something. May I also have the spelling of your name?
[AGENT][NEUTRAL] Of course, [PII], and today's date is a reference.
[CUSTOMER][POSITIVE] It's the restaurant. Perfect. Thank you so very much for your help. I really appreciate it.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You as well. Bye bye.
[AGENT][NEUTRAL] Alright.