AccountId: 011433970860
ContactId: 298a7773-311d-4723-b1b8-f854f5200d37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57709 ms
Total Talk Time (AGENT): 30317 ms
Total Talk Time (CUSTOMER): 22906 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/298a7773-311d-4723-b1b8-f854f5200d37_20250429T17:04_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII] from Memorial Hospital West. Just calling to check if a patient's active.
[AGENT][NEUTRAL] OK, I can help you with that, [PII].
[AGENT][NEUTRAL] Uh, could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 01891650.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying her account and called for eligibility today. I do show her policy has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] You're welcome. Have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] You too. Bye-bye. Thank you.