AccountId: 011433970860
ContactId: 5b7208ba-945b-4895-926c-cf08c81a18ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89230 ms
Total Talk Time (AGENT): 42772 ms
Total Talk Time (CUSTOMER): 37622 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/5b7208ba-945b-4895-926c-cf08c81a18ca_20250317T15:49_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], this is [PII] with Bethesda Hospital. I just need to see if this patient is still eligible, please.
[AGENT][NEUTRAL] I can verify eligibility. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 02517.
[CUSTOMER][NEUTRAL] 189 M as in Mary L as in Lima 7
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, it's a direct line it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's for [PII]. It's [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is active. OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what is the correct plain mailing address because it has the dental and vision on the back of the card, but it doesn't really have a, it doesn't have a medical address.
[AGENT][NEUTRAL] Yes, it will be [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, perfect. OK, thank you so much for your help.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.