AccountId: 011433970860
ContactId: bbdc1c31-0a40-40e9-92a2-ea9d6405cbd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71059 ms
Total Talk Time (AGENT): 26196 ms
Total Talk Time (CUSTOMER): 41218 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/bbdc1c31-0a40-40e9-92a2-ea9d6405cbd8_20250506T15:06_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling here from Baptist Hospital of South Florida.
[CUSTOMER][NEUTRAL] And just check eligibility for a patient who's in the emergency room.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII] hold on um [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 1449568 ML 5.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is.
[CUSTOMER][NEUTRAL] [PII], and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for uh verifying the account and you call for eligibility today.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEGATIVE] I show this policy is no longer active. It did cancel on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, just wanted to make sure perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, no, not at the moment, thank you.
[AGENT][POSITIVE] OK, have a wonderful