AccountId: 011433970860
ContactId: 26d27f8b-5504-4f0a-8535-d73c93236059
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105449 ms
Total Talk Time (AGENT): 36342 ms
Total Talk Time (CUSTOMER): 56836 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/26d27f8b-5504-4f0a-8535-d73c93236059_20250103T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling today from, um, where am I calling from? West Kendall Baptist Hospital. And I'm just wanting to verify eligibility for a patient that came through the emergency room on [PII].
[AGENT][NEUTRAL] I can verify eligibility. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Sure, the policy number is 01611789ML8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII], and let's see what his date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for verifying that information. Looks like this plan's effective [PII] and it is active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And is he the main policy holder?
[AGENT][NEUTRAL] Yes, he is.
[CUSTOMER][POSITIVE] Perfect. And then I have it through a group number of 22392 with the city of [PII], is that correct, [PII]?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Perfect and then just for documenting, can I also get the first and of your last name?
[AGENT][NEUTRAL] It's [PII] along with today's date.
[CUSTOMER][NEUTRAL] Mo
[CUSTOMER][POSITIVE] Thank you so much for your help today. I hope you enjoy your first weekend of the year.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. You have a great weekend as well. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.