AccountId: 011433970860
ContactId: 15ce1c36-9389-48c8-86ce-85c424375246
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116230 ms
Total Talk Time (AGENT): 39792 ms
Total Talk Time (CUSTOMER): 81376 ms
Interruptions: 2
Overall Sentiment: AGENT=2.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/15ce1c36-9389-48c8-86ce-85c424375246_20250331T17:35_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yes, uh, my name is [PII] calling from Memorial Hospital [PII] from admissions department. I just need to verify whether this patient is still active with the American Public Life.
[AGENT][POSITIVE] OK, I can help you out thorough. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, this is [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh yes, the patient's name is [PII]
[CUSTOMER][NEUTRAL] Middle initial [PII]. Last name is [PII]
[CUSTOMER][NEUTRAL] IRA date of birth is [PII].
[AGENT][NEUTRAL] OK. And then what is the patient's policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02588456.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I do show that the policy for Ms. [PII] is still active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, very good. OK, thank you very much that's what we needed to know.
[AGENT][POSITIVE] All right, well, you're welcome. I hope you have a good day, [PII], and thanks for calling.
[CUSTOMER][POSITIVE] You too. Thanks. Thank you so much, [PII]. You do have a good day. bye-bye. OK.
[AGENT][POSITIVE] Thank you for calling.
[AGENT][POSITIVE] All right, bye bye. You too. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Hello