AccountId: 011433970860
ContactId: ff10f086-0b48-4230-b34b-3293e1d93406
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115760 ms
Total Talk Time (AGENT): 44287 ms
Total Talk Time (CUSTOMER): 50784 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/ff10f086-0b48-4230-b34b-3293e1d93406_20250530T15:15_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] Good morning. My name is [PII]. I'm calling from Memorial Hospital West. I'm just calling to verify eligibility for a patient, please.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, it says here 01673442. M as in Mary, L as in Lima, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK. And we have her name as [PII]. Do you guys just have it as first and last name?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and is there a group number a group name?
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] It is 15961.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Interstate batteries.
[CUSTOMER][NEUTRAL] In the batteries.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, [PII], and that's all I needed in regards to the eligibility. Can I just have your last name initial and if you have a call reference number?
[AGENT][NEUTRAL] Yes, the call reference will be my name. Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. [PII], have a great weekend. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.
[AGENT][POSITIVE] Thank you.