AccountId: 011433970860
ContactId: dd779eb6-43d8-42dd-a0e8-f3610e3714df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156759 ms
Total Talk Time (AGENT): 47092 ms
Total Talk Time (CUSTOMER): 38265 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/dd779eb6-43d8-42dd-a0e8-f3610e3714df_20250228T17:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. Good afternoon. I'm calling from Baptist Outpatient Services. I'm trying to get outpatient benefits on a patient, please.
[AGENT][NEUTRAL] May I please have your name?
[CUSTOMER][NEUTRAL] My name is [PII], and I'm sorry, what was yours?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], may I, you're welcome. May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 021-99624.
[CUSTOMER][NEUTRAL] M as in Mary, L 7.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] And you're calling in for outpatient benefits for this member. I'm pulling that up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And in regards to this member, it is showing that they are no longer active. The term date is [PII].
[CUSTOMER][NEUTRAL] OK, and they don't have any other active policies.
[AGENT][NEUTRAL] No other active policy, but uh let me check with the member's name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] No, they have no other active policy with us.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help. Do you have a reference number?
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Likewise,