AccountId: 011433970860
ContactId: a4fc80c8-c981-42eb-8983-475853b80d57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108790 ms
Total Talk Time (AGENT): 45358 ms
Total Talk Time (CUSTOMER): 38339 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/a4fc80c8-c981-42eb-8983-475853b80d57_20250520T13:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] from Baptist Hospital. I need to verify eligibility for a patient.
[AGENT][NEUTRAL] So I can verify your eligibility. May I have the policy number?
[CUSTOMER][NEUTRAL] 02462030.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective.
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][NEUTRAL] And I show he is the um dependent and the subscriber is [PII].
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And what is the group name and group number?
[AGENT][NEUTRAL] Yes, it will be 80042.
[AGENT][NEUTRAL] The name is [PII], C O N Jet, J E T.
[AGENT][NEUTRAL] Corp
[AGENT][NEUTRAL] DBA
[AGENT][NEUTRAL] Aircraft systems.
[CUSTOMER][NEUTRAL] And the first word was CO M as in Mary?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, alright, great, that's all I needed thank you for your help.
[AGENT][POSITIVE] So, you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.