AccountId: 011433970860
ContactId: 4dc838a5-02e7-46f6-b306-43c657898cd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155770 ms
Total Talk Time (AGENT): 63743 ms
Total Talk Time (CUSTOMER): 83958 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/4dc838a5-02e7-46f6-b306-43c657898cd8_20250411T13:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], um, my name is [PII]. I'm calling from Baptist Health, um, to get eligibility on a member.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's 025.
[CUSTOMER][NEUTRAL] 65866.
[AGENT][POSITIVE] Thank you. May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it is, um, [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, [PII]. OK, um, who is the um subscriber because um I'm thinking it's probably [PII] or [PII].
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, thanks. OK, that's her mom. OK, her mom is OK and what is the um the claims address just in case this one that I have is incorrect.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] It will be American Public Life, PO [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, got it. You said your name is [PII], right?
[AGENT][NEUTRAL] It's [PII] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, OK, you know what? I had that in mind, but I still said [PII]. I don't know what.
[CUSTOMER][NEGATIVE] I, I was, I was, I was doubting.
[CUSTOMER][NEUTRAL] So instead of saying [PII], I said [PII], but I, I did that popped into my mind first, [PII]. It's Friday. OK, [PII]. OK, so let me see here. Do you give reference numbers?
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII]. Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it, [PII]. Thank you so much and I hope you have a wonderful weekend.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. You have a great weekend as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you, [PII]. Take care. Bye bye.