AccountId: 011433970860
ContactId: cab71cba-9e7f-4374-923a-69dddd1b8f53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156020 ms
Total Talk Time (AGENT): 37347 ms
Total Talk Time (CUSTOMER): 68217 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/cab71cba-9e7f-4374-923a-69dddd1b8f53_20250401T14:07_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] Yes. Hi. Good morning. Um, how do you spell your name?
[AGENT][NEUTRAL] It is spelled [PII] Last initial of [PII] in today's date will be used as the call reference.
[CUSTOMER][NEUTRAL] Oh, OK. Um, my name is [PII]. Um, my, uh, last initial, um, the the initial of my last name is [PII], and I'm calling from Baptist Health Medical Group and I'm going to check to see if this patient has, um, specialist office visit coverage.
[AGENT][NEUTRAL] OK, and may I please have a call back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's um that will be.
[CUSTOMER][NEUTRAL] Oh, OK, hold on, I thought I had it right here.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The policy number it's 02144366 M as in Mary, L as in Lourdes 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the member's policy. It shows that this policy is no longer active. The term date is [PII].
[CUSTOMER][NEUTRAL] [PII] and it's it's uh terminated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Um, no, that's it, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye.