AccountId: 011433970860
ContactId: c6fcc42a-eec9-45bd-a7f5-4ea1e7faf310
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137729 ms
Total Talk Time (AGENT): 42397 ms
Total Talk Time (CUSTOMER): 68991 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/c6fcc42a-eec9-45bd-a7f5-4ea1e7faf310_20250506T20:19_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, good afternoon. My name is [PII]. I'm calling from Jackson Memorial Hospital. I would like to check um eligibility, please.
[AGENT][NEUTRAL] OK. Could you spell your name for me, please?
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] It would be [PII].
[CUSTOMER][NEUTRAL] [PII], uh, what about yours? Uh, um, do you mind to repeat it? uh, spelling.
[AGENT][NEUTRAL] Sure, it is spelled [PII] with the last initial of [PII] in today's date as the call reference and it's pronounced [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Alright thank you [PII].
[AGENT][NEUTRAL] You're welcome, and may I please have a callback number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It would be [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Can I
[CUSTOMER][NEUTRAL] Yeah, one second, it would be um.
[CUSTOMER][NEUTRAL] 02501618ML8.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It would be um first name is [PII], last name is [PII].
[AGENT][NEUTRAL] Date of birth please?
[CUSTOMER][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] Date of birth is um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. How may I assist you?
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] I need um eligibility, please.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] The uh.
[AGENT][NEUTRAL] And for this policy it is showing that it is currently active with the effective date of [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] On.
[CUSTOMER][NEUTRAL] Is there anything else
[CUSTOMER][POSITIVE] Uh, no, that's about it. Thank you so much for holding, for your time. Hope you have a good day. Bye bye.
[AGENT][POSITIVE] You're welcome. Same to you. Thank you for calling American Public Life. Enjoy the rest of your day.
[CUSTOMER][POSITIVE] Thank you, thank you for calling.
[CUSTOMER][POSITIVE] Thank you.