AccountId: 011433970860
ContactId: 4d9214dd-d74f-46c0-ae02-1b96a44edc80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112379 ms
Total Talk Time (AGENT): 50471 ms
Total Talk Time (CUSTOMER): 42571 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/4d9214dd-d74f-46c0-ae02-1b96a44edc80_20250618T22:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Memorial Hospitalre Services department to see if a patient is still active with you guys.
[AGENT][NEUTRAL] Yes, ma'am. I can give you eligibility of a patient. Miss [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Of course. It is [PII].
[AGENT][POSITIVE] Thank you so much. And then may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes. So the name is [PII]. Date of birth is [PII]. Policy number is 02451595.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII] and no pre-cert is required on this policy because it's not the primary insurance.
[CUSTOMER][NEUTRAL] OK, perfect. And then if you happen to have a reference number for this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you very much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, well you have a wonderful night and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] Bye-bye, Miss [PII].