AccountId: 011433970860
ContactId: 996fa446-f5e0-44e4-8bf5-63634cd5c294
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150350 ms
Total Talk Time (AGENT): 53367 ms
Total Talk Time (CUSTOMER): 69205 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/996fa446-f5e0-44e4-8bf5-63634cd5c294_20250425T18:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name is [PII]. My name is [PII]. I'm calling from Jackson Memorial Hospital, and I would like to verify eligibility, please.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure, it would be 01896432.
[CUSTOMER][NEUTRAL] ML 7.
[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] With [PII], one second.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. One moment, I'll pull this up.
[AGENT][NEGATIVE] And it looks like this plan turned [PII] and there is no active policy on file.
[CUSTOMER][NEUTRAL] Interns [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Oh hello. I'm sorry. I was on mute. Alright, um thank you for your help and for your time. That's everything what I needed for today. So, um, one second, please.
[CUSTOMER][POSITIVE] Alright perfect and what is the a beginning.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Beginning day from the policy.
[AGENT][NEUTRAL] Sure, one moment.
[AGENT][NEUTRAL] Policies effective [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Alright, thank you so much for your time again, I will need a call reference number.
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] It will be my name.
[CUSTOMER][POSITIVE] All right. Thank you so much once again. Have a nice um weekend. Bye-bye.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great weekend. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.