AccountId: 011433970860
ContactId: c97613f9-fccd-4023-bafc-2be46503b7ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100459 ms
Total Talk Time (AGENT): 33330 ms
Total Talk Time (CUSTOMER): 32809 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/c97613f9-fccd-4023-bafc-2be46503b7ba_20250325T15:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health Medical Group. I just needed to verify eligibility for a patient, please.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 1343926 ML 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] You're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And it is showing that this member is no longer active. The term date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it, uh, [PII], is there a reference number for this call?
[AGENT][NEUTRAL] The reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you.