AccountId: 011433970860
ContactId: 1c26d250-2301-4e5f-a69c-aa61a9aaa951
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128020 ms
Total Talk Time (AGENT): 42061 ms
Total Talk Time (CUSTOMER): 64476 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/1c26d250-2301-4e5f-a69c-aa61a9aaa951_20250225T14:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] calling from Atrium Health to verify patients eligibility and benefits for outpatient services please.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 01653528
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In his date of birth
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] Thank you, [PII] and
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You're wanting benefits.
[CUSTOMER][NEUTRAL] Yes, please, outpatient.
[CUSTOMER][NEUTRAL] Let's see what he's having done again.
[AGENT][NEUTRAL] OK, hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, this policy canceled [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] What type of plan was this? Is it?
[AGENT][NEUTRAL] Just an indemnity policy.
[CUSTOMER][NEUTRAL] Indemnity. OK, got it. Thank you. And do you use reference numbers for your call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you and may I please have the first initial of your last if you don't mind.
[AGENT][NEUTRAL] S as in Sam.
[CUSTOMER][POSITIVE] Got it thanks [PII] have a great day and be safe.
[AGENT][POSITIVE] Thank you, [PII] for calling APLU as well.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.