AccountId: 011433970860
ContactId: 454b552d-3989-4c59-ae62-de2e50d4426d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101379 ms
Total Talk Time (AGENT): 46542 ms
Total Talk Time (CUSTOMER): 35897 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/454b552d-3989-4c59-ae62-de2e50d4426d_20250401T20:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Mount Sinai Medical Center. I just need to verify the eligibility and benefits of a patient.
[AGENT][POSITIVE] OK, I can help you with that. May I have a, a callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on today?
[CUSTOMER][NEUTRAL] 02219206 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Mhm. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy and you did say you were calling for benefits and eligibility today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that this policy is no longer active. Uh, it looks like it canceled on [PII] and I do not see any uh other active policies.
[CUSTOMER][NEUTRAL] OK. Perfect. Is there a reference number to this call?
[AGENT][NEUTRAL] Yes, ma'am, to reference our call, you'll use my name [PII] and today's date. And [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.