AccountId: 011433970860
ContactId: 5b1bd847-78b3-4a0d-8eed-d0221cf3bad5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64558 ms
Total Talk Time (AGENT): 34644 ms
Total Talk Time (CUSTOMER): 19608 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/5b1bd847-78b3-4a0d-8eed-d0221cf3bad5_20250418T14:27_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, this is [PII] with Beaufort Memorial Hospital. I'm just trying to check benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you the policy number you're calling on?
[CUSTOMER][NEUTRAL] It is 1456243.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you are calling to check benefits and eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] OK, it looks like this policy with us is no longer active. It canceled on [PII]. I'm not showing any other active policies with us.
[CUSTOMER][POSITIVE] OK thank you have a great day.
[AGENT][POSITIVE] You're welcome you have a wonderful weekend and thank you for calling APL.