AccountId: 011433970860
ContactId: 25ce3bcb-8a7e-4ab9-a3c3-a55509d75440
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121830 ms
Total Talk Time (AGENT): 45989 ms
Total Talk Time (CUSTOMER): 53450 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/25ce3bcb-8a7e-4ab9-a3c3-a55509d75440_20250305T20:29_UTC.wav
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[CUSTOMER][NEUTRAL] like that.
[AGENT][NEUTRAL] Calling American Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, who am I speaking with? I'm sorry.
[AGENT][NEUTRAL] This is. How may I assist you?
[CUSTOMER][NEUTRAL] Oh, I'm calling, um, from Holy Cross Hospital Emergency room registration. I'm just calling to verify cover um eligibility on one of your insured.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And you can call me back at [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] The policy number I have is 01708211ML7.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] And thank you for verifying the policy, [PII]. How may I assist you on this number?
[CUSTOMER][NEUTRAL] I just need to know, is it active in the effective date?
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[AGENT][NEUTRAL] And for this policy it is currently active. The effective date is for [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, 412,020.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the group number is it still 231-80?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] 231-80, yes.
[CUSTOMER][NEUTRAL] And how do you spell your name?
[AGENT][NEUTRAL] It is spelled [PII] last initial of [PII] and today's date will be the call reference.
[CUSTOMER][NEUTRAL] So the reference would be your name and your, and your initial and the date.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much. Have a good day.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.