AccountId: 011433970860
ContactId: 67fdfb5e-b62f-4688-a7a9-9eb2bbca8877
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137589 ms
Total Talk Time (AGENT): 50178 ms
Total Talk Time (CUSTOMER): 48394 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/67fdfb5e-b62f-4688-a7a9-9eb2bbca8877_20250122T17:23_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] Hello [PII].
[CUSTOMER][NEUTRAL] Um, my name is [PII] from Baptist Health.
[AGENT][NEUTRAL] Mhm how are you?
[CUSTOMER][NEUTRAL] And, and I'm just trying to, doing well, thank you for asking. I'm just trying to verify eligibility for a patient of ours.
[AGENT][NEUTRAL] OK, I can take a look at that for you. [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] So, it's [PII].
[AGENT][NEUTRAL] OK, thank you for that. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] Sure. It's 053.
[CUSTOMER][NEUTRAL] 666-3 ML 8
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me get that policy number one more time. I'm sorry.
[CUSTOMER][NEUTRAL] No, no, no worries. Um 015.
[CUSTOMER][NEUTRAL] 36663 ML 8
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, and the patient's name and date of birth one more time. I'm sorry.
[CUSTOMER][NEUTRAL] No, no, it's OK. It's [PII], and then the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you did say you were calling today for eligibility.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, I do show that this policy is no longer active. I did cancel on [PII] and I'm not showing any other active policies with us.
[CUSTOMER][POSITIVE] OK, thank you so very much for your help. I really appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, there's nothing else. Thank you so much. I appreciate it.
[AGENT][POSITIVE] OK, have a wonderful day. Thank you for calling APO. Bye bye.
[CUSTOMER][NEUTRAL] All right then bye bye.