AccountId: 011433970860
ContactId: f2a084d1-5d77-48f0-b240-806055f651d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86680 ms
Total Talk Time (AGENT): 33446 ms
Total Talk Time (CUSTOMER): 43122 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/f2a084d1-5d77-48f0-b240-806055f651d1_20250421T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, good morning, [PII]. Uh, my name is [PII]. I'm calling from Baptist Health. I'm just calling to check if my patient's insurance is still active.
[AGENT][NEUTRAL] I can verify eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, uh, it's gonna be 1366798.
[CUSTOMER][NEUTRAL] The letters ML and then number 8.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Is [PII] and the last name is [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. It looks like this plan is termed. Looks like this policy term 31 of 2019, and there is no active policy on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], correct? [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty. That's all I needed. Thank you so much. Have a wonderful day.
[AGENT][POSITIVE] [PII], you're, you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Bye.