AccountId: 011433970860
ContactId: 32b58f53-4f6c-44ed-b230-978b0813c829
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109099 ms
Total Talk Time (AGENT): 50708 ms
Total Talk Time (CUSTOMER): 50832 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/32b58f53-4f6c-44ed-b230-978b0813c829_20250203T18:10_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]. How are you? This is [PII] here calling from uh Mariners's Hospital for registration. I'm trying to check if patients um still have the eligibility and benefits. I'm so sorry.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh, OK. No problem. I can help you with that. Can I get your name one more time?
[CUSTOMER][NEUTRAL] Yes, it will be [PII].
[AGENT][NEUTRAL] OK, well, so could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and what is?
[CUSTOMER][NEUTRAL] And can you spell your name for me?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the policy number you're calling on?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] The policy number will be 1534831M as in L as in Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It will be [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying her policy. Uh, and you are calling for eligibility and benefits, correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEGATIVE] OK, I do show that this policy is no longer active. It did cancel on [PII] and I'm not showing any other active policies.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, if I can get a reference number, it would be great.
[AGENT][NEUTRAL] To reference our call, you will use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you. Have a good rest of your day.
[AGENT][POSITIVE] You're welcome. You too, [PII]. Thank you for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. Thank you.