AccountId: 011433970860
ContactId: abe448b3-b33f-493d-ba34-7f484ea3198d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80800 ms
Total Talk Time (AGENT): 30741 ms
Total Talk Time (CUSTOMER): 31820 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/abe448b3-b33f-493d-ba34-7f484ea3198d_20250408T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Publi. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, [PII], my name is [PII]. I'm calling from Miami Cancer Institute Baptist Hospital. I just wanted to, um,
[CUSTOMER][NEUTRAL] Check eligibility on a member um for today?
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII] um I'm so sorry, [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] 01611801, M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] And thank you so much, [PII], for verifying the policy you're calling in for eligibility. It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Just your name and a reference number please.
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect [PII], thank you again for your help.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.