AccountId: 011433970860
ContactId: 38170f15-1441-478e-95c2-cfad77097b89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133229 ms
Total Talk Time (AGENT): 39658 ms
Total Talk Time (CUSTOMER): 55305 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/38170f15-1441-478e-95c2-cfad77097b89_20250616T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello. Hi [PII]. My name is [PII]. I'm calling from Broad Health Medical Center. I'm calling to confirm if the patient is active with you guys.
[AGENT][NEUTRAL] May I have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And then the policy number is 021-8523ML7.
[AGENT][NEUTRAL] That is 021-8523 M.
[CUSTOMER][NEUTRAL] So so it's 021.
[CUSTOMER][NEUTRAL] 852-3 ML 7.
[AGENT][NEUTRAL] OK, it looks like we're missing a number.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Let me look at the card.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so I have
[CUSTOMER][NEUTRAL] On the card it says 021.
[CUSTOMER][NEUTRAL] 852-03 ML 7
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility. It does show that it's currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, now, may I please have the initial to your last name, please?
[AGENT][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] So the reference number would be first name, last initial, and today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.