AccountId: 011433970860
ContactId: 957e8afc-057c-4ff3-956f-a192ce21a914
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140339 ms
Total Talk Time (AGENT): 46748 ms
Total Talk Time (CUSTOMER): 54934 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/957e8afc-057c-4ff3-956f-a192ce21a914_20250417T20:06_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] Yes, good afternoon. I'm calling from Baptist Hospital in [PII], and I was wondering if you can assist me in regards to a patient. I wanted to know if the patient is active with you and their coverage.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, of course. My name is [PII]
[CUSTOMER][NEUTRAL] And my callback number is [PII]. That's my direct number.
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 152643.
[CUSTOMER][NEUTRAL] 4, M as in Mary, L as in Larry, number 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] My pleasure.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] I am showing Day and [PII].
[CUSTOMER][POSITIVE] Oh, [PII], I'm so sorry.
[AGENT][NEUTRAL] Date of birth please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. You're calling in for eligibility and benefits. I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for this policy, it is showing that it's no longer active. The term date is [PII]. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] [PII]? No, that would, uh, well, actually, if I may have the spelling of your name and also if you happen to have a reference number for me.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The call reference number will be my first name [PII], spelled [PII] last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] And today's date, perfect. Thank you so very much, [PII]. I really appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Enjoy the rest of your day.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you.