AccountId: 011433970860
ContactId: 04944fe4-aa63-44a8-88e8-9c0cc45da79f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70839 ms
Total Talk Time (AGENT): 26400 ms
Total Talk Time (CUSTOMER): 36029 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/04944fe4-aa63-44a8-88e8-9c0cc45da79f_20250430T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Sturdy Memorial Hospital. I'm just trying to verify if the member's coverage is still active.
[AGENT][NEUTRAL] OK, I can help you with eligibility and um can I get a good callback number?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] And I'm sorry, I missed your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], OK, thank you so much.
[CUSTOMER][POSITIVE] OK thank
[AGENT][NEUTRAL] OK, [PII], do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do. It is 02475478 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] I have it as [PII] and a date of birth of [PII].
[AGENT][NEUTRAL] OK, it looks like her policy is effective [PII]. It is currently active.
[CUSTOMER][NEUTRAL] All right, and [PII], is there any reference number for this call?
[AGENT][NEUTRAL] That's just my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with?
[CUSTOMER][POSITIVE] No, that'll be it thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.