AccountId: 011433970860
ContactId: e7633a2f-5581-4c9d-925b-dcbf1126870c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88580 ms
Total Talk Time (AGENT): 29369 ms
Total Talk Time (CUSTOMER): 31703 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/e7633a2f-5581-4c9d-925b-dcbf1126870c_20250616T19:57_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] and I'm calling from Memorial Hospital pre-services department just to check eligibility for a member.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Sure, [PII], option number 3.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 1,070,760
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And thank you so much, [PII] for verifying the policy. You're calling in for eligibility. 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, [PII]?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Yes.
[CUSTOMER][NEUTRAL] Oh maybe
[CUSTOMER][POSITIVE] All right. Thank you. Have a good day.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank