AccountId: 011433970860
ContactId: dd0c33c1-b020-44c0-a4eb-a00e5b201042
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86040 ms
Total Talk Time (AGENT): 38651 ms
Total Talk Time (CUSTOMER): 40851 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/dd0c33c1-b020-44c0-a4eb-a00e5b201042_20250317T15:59_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], my name is [PII]. I'm calling from Baptist Health Medical Group. How are you doing today?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] Good, thank you for asking. I'm calling because I have a patient I need to confirm that the insurance is active.
[AGENT][NEUTRAL] OK, I can take a look at that for you if you can. Could I get a call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 02424712 ML 8.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you did say eligibility today.
[AGENT][NEUTRAL] I show the policy effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, this is a gap insurance, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And may I have a reference number for the call?
[AGENT][NEUTRAL] Yes ma'am, to reference our call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you [PII] have a wonderful week. I appreciate your help today bye bye.
[AGENT][POSITIVE] You're welcome you have a wonderful day and thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Correct.