AccountId: 011433970860
ContactId: d0f7d736-d02e-423e-8ee6-7b8be2fc5289
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102930 ms
Total Talk Time (AGENT): 39149 ms
Total Talk Time (CUSTOMER): 54350 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/d0f7d736-d02e-423e-8ee6-7b8be2fc5289_20250116T14:45_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]. I'm calling from Baptist Health in [PII] and I'm just calling to see if a patient um is active.
[AGENT][NEUTRAL] OK, I can help you with that. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's 3, my name is [PII].
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, let me get their policy number is 1423411ML8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, it's [PII], um, [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and [PII], you said you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I show this policy is no longer active. It did turn on [PII].
[CUSTOMER][NEUTRAL] Oh, so 1 of [PII]. OK, perfect. So let me now allocate that no longer active.
[CUSTOMER][NEUTRAL] Long active um [PII], OK, is there a new reference number for this call?
[AGENT][NEUTRAL] To reference our call, you'll use my name [PII] and today's date. And is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much, [PII]. You have a blessed day.
[AGENT][POSITIVE] You're welcome have a wonderful day. Thank you for calling APL bye bye.