AccountId: 011433970860
ContactId: e4724001-2303-4307-abb6-002b1c0a6c78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108500 ms
Total Talk Time (AGENT): 48208 ms
Total Talk Time (CUSTOMER): 47867 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/e4724001-2303-4307-abb6-002b1c0a6c78_20250127T21:50_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 Outpatient Services. I need to check um and verify that a patient's policy is active with you guys and how much is remaining in their um outpatient benefits, please.
[AGENT][NEUTRAL] OK, I can help you with that. [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, it is 01848407. M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying uh the policy. Uh you did say you were calling for eligibility and outpatient accounts. Um, so it looks like this policy uh is no longer active. It did cancel on [PII]. Are you wanting what was remaining prior to that or would this be for?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, so she has no active plan with you guys, correct?
[AGENT][NEUTRAL] No other active plan with us.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Um, can you please provide me the first initial to your last name and a reference number for this call?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date. Last name, initial, [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You have a great rest of your day.
[AGENT][POSITIVE] You're welcome you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.