AccountId: 011433970860
ContactId: 22202fa2-c0cf-4fc8-bdef-66423be642bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115790 ms
Total Talk Time (AGENT): 54448 ms
Total Talk Time (CUSTOMER): 53311 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/22202fa2-c0cf-4fc8-bdef-66423be642bb_20250324T20:37_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling from Emory University Hospital to notify of an inpatient admit.
[AGENT][NEUTRAL] OK, um, so there's no offer required, um, but I can go over the benefits with you if you need it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I
[CUSTOMER][POSITIVE] I'll take the benefit. mhm.
[AGENT][NEUTRAL] All right. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII] and the number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] 01858300 the letter M
[CUSTOMER][NEUTRAL] The letter L and the number 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], something like that. [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. And so this policy is no longer active. Um, it was effective from [PII], and they don't have any other active policies with APL.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Honestly no longer active. Can I just get your name or call reference?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name, which is [PII] my [PII] is [PII].
[CUSTOMER][POSITIVE] OK, alrighty, thank you for your help.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] That is all I needed. Have a good day bye bye.
[AGENT][POSITIVE] Alright have a great day. You too, bye bye.