AccountId: 011433970860
ContactId: 75c99f00-671f-4c3d-bc72-b9a7d7af3edf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124230 ms
Total Talk Time (AGENT): 41601 ms
Total Talk Time (CUSTOMER): 49351 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/75c99f00-671f-4c3d-bc72-b9a7d7af3edf_20250320T18:10_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, my name is [PII]. I'm calling from Baptist Health. Um, I'm calling in reference to a mutual patient that we have. I just, I will need to know if this patient is currently active with your insurance.
[AGENT][NEUTRAL] OK, I can take a look at that uh for you, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] The policy will be.
[CUSTOMER][NEUTRAL] 0184 1968.
[CUSTOMER][NEUTRAL] M as in mom, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII] and full name is [PII].
[AGENT][NEUTRAL] OK, and you're calling to check eligibility for this patient?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like this policy with us canceled [PII].
[AGENT][NEUTRAL] Uh, of [PII]. I'm not showing any other active policies with us.
[CUSTOMER][NEUTRAL] He canceled when?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] OK, and there's nothing else with that information?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. Can I have your name again?
[AGENT][NEUTRAL] Is there anything else I can help you with? [PII]
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much for your help. Have a great day.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.