AccountId: 011433970860
ContactId: ca1f6c64-e89e-418e-9f4e-f1c26451b94c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87190 ms
Total Talk Time (AGENT): 35701 ms
Total Talk Time (CUSTOMER): 45498 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/ca1f6c64-e89e-418e-9f4e-f1c26451b94c_20250310T19:32_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Hospital Miami.
[CUSTOMER][NEUTRAL] I need to check eligibility for a patient.
[AGENT][POSITIVE] OK, I can help you with that, [PII]. Thank you. uh, could I get a call back number?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] 9046855
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] I have 01611892 letter M as in Mike L as in Larry, number 88.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, her name is [PII]. Last name is [PII], born on [PII].
[AGENT][NEUTRAL] OK, thank you, and you did say eligibility today?
[CUSTOMER][NEUTRAL] Yeah, she, well, this is a January account. No verified it. [PII], she came into our emergency room for services.
[AGENT][NEUTRAL] OK. I show her policy policy with us has been effective since [PII] and it is still active.
[CUSTOMER][POSITIVE] OK. Thank you so much. I appreciate it. You have a lovely evening and stay safe. Bye-bye.
[AGENT][POSITIVE] You're welcome. You too. You too. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Oh no, you've been most helpful. Thank you so much.
[AGENT][POSITIVE] OK. You're welcome. Have a wonderful day and thank you for calling APO. Bye bye.
[CUSTOMER][POSITIVE] Take care.
[CUSTOMER][POSITIVE] You take care bye bye.