AccountId: 011433970860
ContactId: c755f777-ad76-4a7f-b8e0-087c433544f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72709 ms
Total Talk Time (AGENT): 29458 ms
Total Talk Time (CUSTOMER): 34931 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/c755f777-ad76-4a7f-b8e0-087c433544f1_20250530T13:26_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, we don't validate parking, sorry. Hi, I'm calling from Mount Sina Medical Center, and I'm calling to verify eligibility for a member.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and the callback number is area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, it's 02493478 ML 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] Thank you so much for verifying her account and you did say eligibility today.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I show the policy has been effective since [PII]. It's still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye bye.