AccountId: 011433970860
ContactId: 25b27afa-c4f8-4255-ba69-bc6dbdadcf92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165529 ms
Total Talk Time (AGENT): 56045 ms
Total Talk Time (CUSTOMER): 76847 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/25b27afa-c4f8-4255-ba69-bc6dbdadcf92_20250219T23:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, good afternoon. My name is [PII] calling from the facility Chandler Regional Medical Center, and I would like to verify benefits and eligibility of one of our patients here.
[AGENT][POSITIVE] OK [PII], I can help you with benefits and eligibility. Can I please get your callback number just in case our call is just connected?
[CUSTOMER][NEUTRAL] Yeah, sure. My direct line would be [PII].
[AGENT][NEUTRAL] Thank you. And then what was the name of the regional medical center you are calling from?
[CUSTOMER][NEUTRAL] Uh, Chandler.
[AGENT][POSITIVE] OK, thank you so much. And can I get the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Yeah, first name is [PII]. Last name is [PII] Date of birth is uh [PII]. And the policy number I have is 976814.
[AGENT][NEUTRAL] OK, let me look at that policy number.
[AGENT][NEUTRAL] OK. I do show that this policy for [PII] is no longer active. The policy lapsed on [PII].
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] So it has already been.
[AGENT][NEUTRAL] Right, there is no active policies with our company for Tessie.
[CUSTOMER][NEUTRAL] Alright, so, um, the, the policy has already been terminated, uh, [PII], is that right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] All right. I'll take note of that. Thank you very much for confirming. And also, um,
[CUSTOMER][NEUTRAL] Can I also add the initial to your last name?
[AGENT][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] OK, and what was your first name again? I'm sorry, I didn't catch that earlier.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Alright, thanks, sorry. How about uh call reference for a call today?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] Got it. Thank you very much and have a great day.
[AGENT][POSITIVE] You too. Thank you for calling APL. You have a great day also.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.