AccountId: 011433970860
ContactId: 5084cdfc-6988-4b91-b107-7df4e04d5225
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139960 ms
Total Talk Time (AGENT): 48319 ms
Total Talk Time (CUSTOMER): 47504 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/5084cdfc-6988-4b91-b107-7df4e04d5225_20250530T13:05_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] Um, yes, I have, um, a patient here in our office. This is [PII] calling from Scott Community Health Center, um, to be seen today, and I just need an ID number.
[AGENT][NEUTRAL] OK, do you have the social security number?
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Um, and that I do not, I don't think.
[AGENT][NEUTRAL] I can do a name search.
[CUSTOMER][NEUTRAL] OK, and it's [PII]?
[AGENT][NEUTRAL] Can you spell the last name?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Sure, [PII]
[AGENT][NEUTRAL] And I'm sorry, the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a good call back number for you [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And this is for medical or dental?
[CUSTOMER][NEUTRAL] Medical
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] The policy number will be 02608758.
[AGENT][NEUTRAL] Policies effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, and is there a copay for a primary care?
[AGENT][NEUTRAL] No, ma'am. There's no co-pays, only benefits amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright and your first name?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] All right thank you you too bye bye.