AccountId: 011433970860
ContactId: 092181e5-27ae-42fe-9ba3-f1c297d69071
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114290 ms
Total Talk Time (AGENT): 56359 ms
Total Talk Time (CUSTOMER): 42448 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/092181e5-27ae-42fe-9ba3-f1c297d69071_20250310T19:09_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] and I'm calling from Memorial Regional Hospital for verification of benefits, please.
[AGENT][POSITIVE] Sure, I could check benefits for you. Um, I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Got it thank you. And then I was trying to, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I have 01.
[CUSTOMER][NEUTRAL] 066913.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] [PII] S Heartstone [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and we really need to look at, uh, inpatient or outpatient benefits.
[CUSTOMER][POSITIVE] Actually, that is all that I needed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and [PII], do you, do you give the first initial to your last name?
[AGENT][NEUTRAL] Alright, there wasn't anything else I can help you with?
[AGENT][NEUTRAL] Sure, yeah, if you need a reference number, it would just be my first name, last initial and today's date, um, so my name is spelled [PII], last initial is [PII]
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Awesome thank you so much have a great rest of your day, OK?
[AGENT][POSITIVE] Oh, you're very welcome thank you you too bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.