AccountId: 011433970860
ContactId: a317c1e1-272e-43cf-b208-498212c61409
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66349 ms
Total Talk Time (AGENT): 29485 ms
Total Talk Time (CUSTOMER): 27944 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/a317c1e1-272e-43cf-b208-498212c61409_20250307T17:37_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling from Memorial Hospital. I was just needed to verify that a patient's coverage is active.
[AGENT][NEUTRAL] OK, I can help you with that. [PII]. Can I get a callback number?
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] I have 01066913.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the policy and you're calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I show the policy's been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Uh, no, that was everything I needed. Thank you for your time.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful weekend and thank you for calling APO.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Bye bye.