AccountId: 011433970860
ContactId: 606e57ff-2e09-459b-81b4-b9f96769379b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81860 ms
Total Talk Time (AGENT): 30691 ms
Total Talk Time (CUSTOMER): 36198 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/606e57ff-2e09-459b-81b4-b9f96769379b_20250613T13:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning. My name is [PII] calling from Baptist Health to get benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you, um, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 1449483 ML 5.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said you're calling for benefits today?
[CUSTOMER][NEUTRAL] Yes, to see if it's still active.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, let's see. I do show that this policy has been canceled. Uh, it did cancel on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much and then let me just double check.
[CUSTOMER][POSITIVE] OK, that was all thank you so much.
[AGENT][POSITIVE] You're welcome you have a wonderful weekend. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.