AccountId: 011433970860
ContactId: a17da510-4ada-4b01-89d2-f219f78958bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71940 ms
Total Talk Time (AGENT): 34050 ms
Total Talk Time (CUSTOMER): 29198 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/a17da510-4ada-4b01-89d2-f219f78958bd_20250522T16:25_UTC.wav
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[AGENT][NEUTRAL] You for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from Baptist Hospital just to check on a patient's eligibility.
[AGENT][POSITIVE] Oh OK, I can help you with that. Could I get your name and a callback number, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Call back number [PII].
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on, [PII]?
[CUSTOMER][NEUTRAL] I have 1297348 M as in Mary, L as in Larry, and then the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Date of birth [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the account and you did say you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I show this policy with us did term on [PII] and I do not show any other active policies. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thank you so much for your time.
[AGENT][POSITIVE] OK, you have a wonderful