AccountId: 011433970860
ContactId: 4efb2f3d-cd0c-439f-9788-c762f9646014
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108370 ms
Total Talk Time (AGENT): 45200 ms
Total Talk Time (CUSTOMER): 50136 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/4efb2f3d-cd0c-439f-9788-c762f9646014_20250515T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning, [PII]. Good afternoon. My name is [PII] and I'm calling with uh Joe DiMaggio Children's Hospital. I mean, I'm sorry, from Memorial Regional Hospital, and I'm calling because I need an effective date on a patient.
[CUSTOMER][NEUTRAL] Policy, please?
[AGENT][NEUTRAL] OK, I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I have 02446030.
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, the number 7.
[AGENT][NEUTRAL] What's a good call back number for you, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my direct callback number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be for my [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I give you the current policy number, the one you provided is no longer active as of [PII]. The current policy number is uh huh, 250.
[CUSTOMER][POSITIVE] Mhm you're welcome.
[CUSTOMER][POSITIVE] Oh, thank you very much.
[AGENT][NEUTRAL] 3107 and I'm showing an effective date of [PII].
[AGENT][NEUTRAL] And I do show that this policy is active at this time and did you have any other questions, [PII]?
[CUSTOMER][POSITIVE] Yes, I do apologize. Can you uh give me your name again?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call, [PII]
[CUSTOMER][POSITIVE] Perfect. All right, [PII]. Well, thank you very much for all your time and help and you have a good day.
[AGENT][POSITIVE] Uh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You're welcome. You too. Thank you. Bye bye.
[AGENT][NEUTRAL] Bye bye.