AccountId: 011433970860
ContactId: e2e6c585-fdd3-46b0-8400-1c93e5af17e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113000 ms
Total Talk Time (AGENT): 43949 ms
Total Talk Time (CUSTOMER): 43870 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/e2e6c585-fdd3-46b0-8400-1c93e5af17e9_20250506T18:08_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, [PII]. My name is [PII]. I'm calling from West Kendal Baptist Hospital. I just needed to verify the insurance for a patient, the American Public Life Gap Insurance.
[AGENT][NEUTRAL] OK, you're needing the eligibility for the member or benefits as well?
[CUSTOMER][NEUTRAL] Um, just eligibility, make sure the insurance is active.
[AGENT][NEUTRAL] OK, may I please have your callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] OK. I have 02255827 ML 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, I have first name [PII] and last name, [PII], and date of birth, [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy for eligibility and benefit, well just for eligibility, I can assist you with that. I'm pulling that up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] No, that would be, I'm sorry, can you spell out your name for me?
[AGENT][NEUTRAL] Yes, it is spelled [PII]
[AGENT][NEUTRAL] Last initial of [PII] and today's date would be the call reference.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life. You have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] Thank you bye.