AccountId: 011433970860
ContactId: ade0ce85-c25d-483b-9b62-47d451881331
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102639 ms
Total Talk Time (AGENT): 27298 ms
Total Talk Time (CUSTOMER): 27827 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/ade0ce85-c25d-483b-9b62-47d451881331_20250523T14:30_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] Hello, yes, I'm calling from Baptist Hospital Miami. My name is [PII]. I'm just calling to see if a patient is currently active with you guys.
[AGENT][NEUTRAL] OK, may I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] [PII] and policy number is 01943996ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK, and I'm pulling that information up for you now.
[AGENT][NEUTRAL] And for this member it is showing that they're no longer active up under this policy, and let me get you that term date.
[AGENT][NEUTRAL] That term date is [PII].
[CUSTOMER][POSITIVE] Alrighty thank you have a great day.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye.