AccountId: 011433970860
ContactId: 48a726c1-1c14-44b9-8219-4648cc4dbbc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105940 ms
Total Talk Time (AGENT): 48078 ms
Total Talk Time (CUSTOMER): 39580 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/48a726c1-1c14-44b9-8219-4648cc4dbbc4_20250110T16:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Hospital in [PII]. I'm just calling to confirm his policy is active for this patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, and I didn't quite catch your name. Can you repeat your name or can you spell it?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], which is [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 144.
[CUSTOMER][NEUTRAL] 9249.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, let me check and see if I have a new one because this one is terminated. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. I did not find a new policy. This one was effective from [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss?
[CUSTOMER][POSITIVE] That'll be all thank you and have a good day.
[AGENT][POSITIVE] You as well thank you for calling APR. Have a good weekend. Bye bye.
[CUSTOMER][POSITIVE] You too thank you bye bye