AccountId: 011433970860
ContactId: f6b7eb80-5994-4ed8-9c2b-51c7c06d613b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82680 ms
Total Talk Time (AGENT): 33597 ms
Total Talk Time (CUSTOMER): 37119 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/f6b7eb80-5994-4ed8-9c2b-51c7c06d613b_20250326T19:02_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from South Miami Hospital, and I'm calling to verify a gap insurance plan.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] I have 1581960ML8.
[AGENT][POSITIVE] Thank you and [PII], may I have a good callback number for you?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I have [PII] 5969.
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And uh can I just have the first letter to your last name?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] W along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that was all I needed. Thank you very much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Same to you thank you bye bye.