AccountId: 011433970860
ContactId: d689f8f4-7213-4da5-8904-647fd9124eb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85849 ms
Total Talk Time (AGENT): 35191 ms
Total Talk Time (CUSTOMER): 36561 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/d689f8f4-7213-4da5-8904-647fd9124eb5_20250611T13:37_UTC.wav
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[AGENT][NEUTRAL] 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 Holy Cross Hospital on behalf of the mutual patient. I just need to verify that our policy is active.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Um 012270.
[CUSTOMER][NEUTRAL] Sorry, 01227700.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you are calling for eligibility. I show the policy has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A reference number please.
[AGENT][NEUTRAL] To reference our call, you'll use my name and today's date.
[CUSTOMER][NEUTRAL] And that's [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help that's all I needed.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Bye bye.