AccountId: 011433970860
ContactId: 59c97048-d723-4b91-af7a-45ce5f4376e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82269 ms
Total Talk Time (AGENT): 31620 ms
Total Talk Time (CUSTOMER): 27823 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/59c97048-d723-4b91-af7a-45ce5f4376e8_20250304T15:23_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] Hi [PII], my name is [PII]. I'm calling from Baptist Hospital to check benefits for a patient.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Of course, that is 01749188 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for benefits. I can assist you with that. I'm pulling the information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for this policy to showing that it's no longer active, the term date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that was everything thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Likewise, bye-bye.
[AGENT][POSITIVE] Thank you.