AccountId: 011433970860
ContactId: d890fa3f-a575-4ae6-b9d0-25eeaf78ee00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120959 ms
Total Talk Time (AGENT): 52929 ms
Total Talk Time (CUSTOMER): 40673 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/d890fa3f-a575-4ae6-b9d0-25eeaf78ee00_20250404T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Baptist Hospital. Uh, just calling to verify eligibility for a few patients.
[AGENT][NEUTRAL] OK, I can help you with that. [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] I have 2473446.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you say you're calling for eligibility today?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, this policy has been effective since [PII] 24. It's still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, not with this patient. I just have one more patient to check for eligibility.
[AGENT][POSITIVE] OK, no problem
[AGENT][NEUTRAL] What is the next policy?
[CUSTOMER][NEUTRAL] Um, the policy number I have is 02518765.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying this policy. I show the effective date is [PII] and still active. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh, no, do you have a call reference number?
[AGENT][NEUTRAL] To reference our call, you will use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you.