AccountId: 011433970860
ContactId: dc317432-d682-4d96-91d2-0e58316f2eed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81550 ms
Total Talk Time (AGENT): 40038 ms
Total Talk Time (CUSTOMER): 33589 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/dc317432-d682-4d96-91d2-0e58316f2eed_20250205T16:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you, [PII]. My name is [PII]. I'm calling from Baptist Post Hospital. I need to verify eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] It is 144-9173 ML 5.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I have the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Looks like this plan turned to 12021 and there is no active policy on file.
[CUSTOMER][NEUTRAL] OK, perfect. Can you give me the reference number for this call, please?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Thank you for calling American Public Life. You as well, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Have a good day.