AccountId: 011433970860
ContactId: b9e86e71-2e94-48f2-b604-739984c30331
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103400 ms
Total Talk Time (AGENT): 34457 ms
Total Talk Time (CUSTOMER): 40700 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/b9e86e71-2e94-48f2-b604-739984c30331_20250325T12:57_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] There's no
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Saint Vincent Mercer Hospital in [PII].
[CUSTOMER][NEUTRAL] I am calling to get eligibility for a patient, verify eligibility.
[AGENT][NEUTRAL] I can verify eligibility. One moment, [PII].
[AGENT][NEUTRAL] I do apologize. Our systems are spinning right now. One moment.
[AGENT][NEUTRAL] And may I have a policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, policy number 01882823.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it is [PII] or [PII] I'm sorry.
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective for [PII] and it is active.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] That is all the information I need right now thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome. Thank you for calling American Public Life. Have a great day. Bye, [PII].
[CUSTOMER][POSITIVE] You have a great day.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You too bye.