AccountId: 011433970860
ContactId: 0818d69b-ea95-44da-a215-1aba8245f36f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134300 ms
Total Talk Time (AGENT): 44661 ms
Total Talk Time (CUSTOMER): 53395 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/2025/04/03/0818d69b-ea95-44da-a215-1aba8245f36f_20250403T19:59_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, I'm sorry, your name is [PII]?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], oh, my apologies. Hi [PII]. I am calling from Memorial Regional Hospital for verification of benefits, please.
[AGENT][NEUTRAL] OK, may I please have your name and a callback number?
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] 02588456
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility and benefits.
[CUSTOMER][POSITIVE] Correct, yes, please.
[AGENT][NEUTRAL] And is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Uh, no, not a specific benefit. I just need to know if the policy is active and as of what date?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you're calling in for eligibility and in regards to this policy, it does show that it is currently active with the effective date of [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Um, [PII] and nope, that would be it. And may I have the first initial to your last name, please?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] OK, and do you guys, you don't get reference numbers, right?
[AGENT][NEUTRAL] The reference number would be first name, last initial and today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much have a great rest of your day. That's all I needed.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] You too bye bye.