AccountId: 011433970860
ContactId: a870c5b3-8137-4e8e-9a0a-573ed236506b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95800 ms
Total Talk Time (AGENT): 43569 ms
Total Talk Time (CUSTOMER): 32683 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/a870c5b3-8137-4e8e-9a0a-573ed236506b_20250604T22:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I am calling from Baptist Health Medical Group. I just needed eligibility for a patient, please.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 1341924 ML 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy [PII], you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'm pulling that up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And for this policy does show that it is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's it. Just the spelling of your name and a reference number for this call, please.
[AGENT][NEUTRAL] The reference number will be my first name, [PII], spelled T E R R E K I A with the last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect. All right then that is all I needed. Thank you so much for your time.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Motor Life. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye.