AccountId: 011433970860
ContactId: 591b09c3-ec85-430d-aaea-5ef927dbf867
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78569 ms
Total Talk Time (AGENT): 30810 ms
Total Talk Time (CUSTOMER): 45150 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/591b09c3-ec85-430d-aaea-5ef927dbf867_20250325T15:25_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] Hi [PII], how are you? Good morning. My name is [PII]. I'm calling from Baptist Health Medical Group. My callback number is [PII], and I'm calling to get, uh, to check uh if the patient is active with American Pub Life.
[AGENT][NEUTRAL] I can verify eligibility. I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Supplement?
[CUSTOMER][POSITIVE] Appreciate that.
[CUSTOMER][NEUTRAL] Of course, that would be 948,730.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This policy is effective [PII] and it is active.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I get the initial of your last name for documentation purposes?
[AGENT][NEUTRAL] [PII] along with today's date.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Is the reference number perfect. No, that's pretty much it for today. Thank you so much and have yourself a great day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you likewise bye bye.