AccountId: 011433970860
ContactId: 80e1c017-c871-4fb3-8f62-d63c88724ee8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107550 ms
Total Talk Time (AGENT): 40197 ms
Total Talk Time (CUSTOMER): 43491 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/80e1c017-c871-4fb3-8f62-d63c88724ee8_20250501T18:10_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] Hi, good afternoon. My name is [PII]. I'm calling from the pre-cert department at Joe DiMaggio Children's Hospital. I was calling to verify eligibility for a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, that is 01719341 M as in Mary, L as in Lima, 8.
[AGENT][POSITIVE] Thank you. 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][POSITIVE] Thank you for verifying that information. This plan is effective.
[AGENT][NEUTRAL] Sorry, one moment.
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, perfect. I also wanted to confirm this office required for an exam we have coming up?
[AGENT][NEUTRAL] Prior op is not required?
[CUSTOMER][POSITIVE] OK. Perfect. Thank you so much for confirming that. Is there a call reference number available?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII]. Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much for your help.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.