AccountId: 011433970860
ContactId: 29054d41-d512-46d6-ba8c-48f94b6067d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142759 ms
Total Talk Time (AGENT): 47898 ms
Total Talk Time (CUSTOMER): 44248 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/29054d41-d512-46d6-ba8c-48f94b6067d9_20250415T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling you from Memorial Regional Hospital to confirm if the coverage is still active for a member, please.
[AGENT][NEUTRAL] Yes, I can help you with that today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I'm seeing here 01975764.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, and the number 7.
[AGENT][NEUTRAL] OK. And then the patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you said your name was what again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like this policy is no longer active.
[AGENT][NEUTRAL] And it lapsed on [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. All right. Thank you so much. And may I have a reference number, please? If one is available, that is.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Oh yeah, of course. It's my first name, which is [PII]
[AGENT][NEUTRAL] Last initial [PII] and then it would be today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much, [PII]. Enjoy the rest of your day.
[AGENT][POSITIVE] OK, so thanks for calling APL. Have a good day. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] OK bye