AccountId: 011433970860
ContactId: 714caf78-a6c5-47e0-97e7-297b5811a2a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90779 ms
Total Talk Time (AGENT): 38852 ms
Total Talk Time (CUSTOMER): 48417 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/2025/02/26/714caf78-a6c5-47e0-97e7-297b5811a2a4_20250226T19:16_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, my name is [PII]. I'm calling from Deer Creek Imaging facility for Bird Regional Hospital, and I'm needing to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with that. [PII], could I get a call back number?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 02212401.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much for verifying her policy and you said you're calling for eligibility today?
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][NEUTRAL] I show that this policy is no longer active. It did turn on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah, just one second, so no longer active as of [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] Do you have a is there like a reference number or just your name so I can note who I called?
[AGENT][NEUTRAL] Yes, you can uh reference our call by using my name and today's date. It's spelled [PII]
[CUSTOMER][POSITIVE] Alright, [PII], alright, sounds good thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You have a wonderful day. Thank you for calling [PII]. Bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Mhm.