AccountId: 011433970860
ContactId: a0de1598-9b39-4682-b6bc-83c55925b7ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106019 ms
Total Talk Time (AGENT): 41300 ms
Total Talk Time (CUSTOMER): 53737 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/a0de1598-9b39-4682-b6bc-83c55925b7ea_20250320T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, good afternoon. My name is [PII]. I'm with the pre-services department at Memorial Hospital Miramar. I just wanted to know if the policy was active, please.
[AGENT][NEUTRAL] I can verify eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Certainly, um, thank you, by the way. That policy number is 1227493 M as in Mike, L as in Lima, and then the number 7.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Sure, my good call back number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Looks like this plan turned on.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Oh, terminated.
[AGENT][NEUTRAL] Yes, it looks like this policy is no longer active as of [PII].
[AGENT][NEUTRAL] And I don't see any active policies on file.
[CUSTOMER][NEUTRAL] Didn't see any other policy. OK, so [PII], this has been terminated.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] OK. And um I'm sorry, I did miss your name.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you, [PII] is your initial as well to your last name?
[AGENT][NEUTRAL] [PII] along with today's date.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Wonderful, thank you, Ms. [PII]. Have a good rest of your day.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.