AccountId: 011433970860
ContactId: 295c2452-73a8-4482-b770-89ea41020677
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107269 ms
Total Talk Time (AGENT): 37780 ms
Total Talk Time (CUSTOMER): 52690 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/295c2452-73a8-4482-b770-89ea41020677_20250325T14:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, [PII], how are you? Good morning. Thank you so much for taking my call. I'm calling from Baptist Health Medical Group, and I'm calling to see if a patient is active with American Pub Life.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] Of course. My name is [PII] and callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Get that for you right now. Policy number is going to be 2295788.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying this member's policy. You're calling in for eligibility. It does show that it's currently active. The effective date is [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so, uh, yes, so can I get the initial of your last name for documentation purposes?
[AGENT][NEUTRAL] Yes, for the reference, it will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect. [PII], that's all I need for today. Thank you so much. You've been very helpful. You take care and have yourself a great day, OK?
[AGENT][POSITIVE] You're welcome and thank you so much, [PII] for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Likewise, take care.
[AGENT][NEUTRAL] Bye bye.