AccountId: 011433970860
ContactId: 7a8f8712-c977-4d20-ac73-59d47f714658
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69480 ms
Total Talk Time (AGENT): 29051 ms
Total Talk Time (CUSTOMER): 26428 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/7a8f8712-c977-4d20-ac73-59d47f714658_20250617T21:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII] calling from Baptist Health Medical Group to see if the patient's plan is active.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number please.
[CUSTOMER][NEUTRAL] 01742685 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. I'm pulling this information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And you're calling for eligibility. It shows that this policy is no longer active. The term date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Um, that was it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.