AccountId: 011433970860
ContactId: 71d32ad5-37a2-4083-8f4c-9f2e6f01267d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100620 ms
Total Talk Time (AGENT): 47646 ms
Total Talk Time (CUSTOMER): 39518 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/71d32ad5-37a2-4083-8f4c-9f2e6f01267d_20250206T13:42_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] Thank you. Uh, you say your name is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you. My name is [PII]. I'm calling from Baptist Hospital. I need to verify eligibility and benefits for patient, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01797167.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Looks like this plan is no longer active as of [PII].
[CUSTOMER][POSITIVE] Perfect. Uh, can you put him any other policy in your file?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Looks like policy number 021-87163.
[AGENT][NEUTRAL] Term 51 2022 as well.
[CUSTOMER][NEUTRAL] OK. OK, and then you don't have another one.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK. Can you please give me the reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you very much and, and have a good day.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.