AccountId: 011433970860
ContactId: c171b348-f132-4b2f-afca-ee2300d8fcf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91910 ms
Total Talk Time (AGENT): 30447 ms
Total Talk Time (CUSTOMER): 32417 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/c171b348-f132-4b2f-afca-ee2300d8fcf3_20250613T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Good afternoon, [PII]. My name is [PII] and I'm calling to get benefits from a patient.
[AGENT][NEUTRAL] May I have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Absolutely, the callback number is [PII] and that is the Baptist Baptist Outpatient Services and the policy number is 2039826.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] with a date of birth of [PII].
[AGENT][NEUTRAL] And for this policy, it is showing that it's no longer active. The term date is showing as.
[AGENT][NEUTRAL] [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, that'll be all. And can I get a reference number please?
[AGENT][NEUTRAL] Yes, the reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you for your help you have a great day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] Bye bye.