AccountId: 011433970860
ContactId: 488f5986-5b0b-490f-943c-2d8e868c31a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129460 ms
Total Talk Time (AGENT): 64576 ms
Total Talk Time (CUSTOMER): 35949 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/488f5986-5b0b-490f-943c-2d8e868c31a9_20250410T14:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from Bedroom Memorial Hospital. I was calling to verify um benefits for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits and for my notes, can you spell your first name for me please and provide a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] It's um 02478161.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. The date of birth is the [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, um,
[AGENT][NEUTRAL] The policies are no longer active that she had with us. They were effective from [PII], um, and there's no other active policies since then, so I'm not sure um who the medical coverage is due at this time.
[CUSTOMER][NEUTRAL] So it turned on [PII].
[AGENT][NEUTRAL] Yes, let me double check. Hold on one moment.
[AGENT][NEUTRAL] No, it was effective [PII]. It turned on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, can I get your name and reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name, which is [PII] First initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.