AccountId: 011433970860
ContactId: a4c4098e-ed73-485f-8839-14c9a2295a46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125839 ms
Total Talk Time (AGENT): 40231 ms
Total Talk Time (CUSTOMER): 55596 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/a4c4098e-ed73-485f-8839-14c9a2295a46_20250320T19:45_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] Hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] I'm calling from Baptist Hospital in [PII]. I want to verify um.
[CUSTOMER][NEUTRAL] That the patient's gap insurance is actually active with you?
[AGENT][NEUTRAL] OK, I can take a look at that.
[AGENT][NEUTRAL] And [PII], could I get a callback number?
[CUSTOMER][POSITIVE] It's fine. It's a it's gonna be a loop, don't worry about it.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It's OK, let's uh just proceed. The call back number is gonna be a loop. It's not gonna come directly to me and that's uh.
[AGENT][NEUTRAL] It's just for our records. Could I get a callback number?
[CUSTOMER][NEGATIVE] Not necessary.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the policy number you're calling on?
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 854.
[CUSTOMER][NEUTRAL] 360 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] I means [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the policy and you call for eligibility today.
[AGENT][NEUTRAL] I show this policy has been effective since [PII] and still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] What's the last initial for your name, [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I'm uh supposing the.
[CUSTOMER][NEUTRAL] Reference uh number for this call is gonna be your first name, your last initial to this day, correct?
[AGENT][NEUTRAL] Name and date of, uh, name and today's date, yes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Any questions for me [PII]?
[AGENT][NEUTRAL] You, you asked if I have any questions?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's just about it. Thank you for your help.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Like.