AccountId: 011433970860
ContactId: 9d742fd5-e15b-452b-bb2f-235646fc42bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99480 ms
Total Talk Time (AGENT): 42157 ms
Total Talk Time (CUSTOMER): 52101 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/9d742fd5-e15b-452b-bb2f-235646fc42bb_20250612T13:33_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] Hey [PII], this is [PII]. I'm calling from Mayo Clinic. I was just calling to get eligibility on a patient please.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] It is 243-89.
[AGENT][NEUTRAL] OK, that would not be the policy number. It's the outpatient certificate.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Sorry, I was looking at I think that's the group number which you don't need. OK, so the outpatient um is 01947648 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you are calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I show the policy being effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that was, uh, I did just wanna confirm this is a supplemental secondary policy, right?
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK perfect and can I do a call reference number please?
[AGENT][NEUTRAL] Yes, to reference our call, you'll use my name and today's date, [PII]
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh perfect. All right, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.