AccountId: 011433970860
ContactId: 131b80a1-c69b-4b24-adbc-af5aabdc70b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128559 ms
Total Talk Time (AGENT): 47169 ms
Total Talk Time (CUSTOMER): 66856 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/131b80a1-c69b-4b24-adbc-af5aabdc70b5_20250310T18:07_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, yes, uh, I'm not sure if I have the right place, but, uh, we have a patient admitted to our hospital inpatient, and I need to check the benefits.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEGATIVE] Yes, uh, that is, I just lost it.
[CUSTOMER][NEUTRAL] Hold on one
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Oh here uh.
[CUSTOMER][NEUTRAL] What is going on here? Where did it go?
[CUSTOMER][NEUTRAL] Oh, there it is. OK, um, 01621134.
[AGENT][NEUTRAL] OK. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and this policy expired [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had a feeling.
[CUSTOMER][NEUTRAL] Because it wasn't, it just showed up and I'm like, OK, where did that come from? OK, alright, um, I'm sorry, what did you say your name is? I'm so sorry.
[AGENT][NEUTRAL] No problem. My name is [PII]. Um, it's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No, that is it. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you