AccountId: 011433970860
ContactId: 4fb0f822-4908-4972-9f09-780a2b3af0ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102110 ms
Total Talk Time (AGENT): 39281 ms
Total Talk Time (CUSTOMER): 36287 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/4fb0f822-4908-4972-9f09-780a2b3af0ae_20250305T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Baptist Hospital. I just wanted to check if this patient was still active with APL.
[AGENT][NEUTRAL] Sure, I can see if that policy is still active. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm sorry, [PII], do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's 137-8150 M for Mary, L for llama, 8.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if she has one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, she does not. This was the only policy she had with us.
[CUSTOMER][POSITIVE] No problem thank you for confirming though.
[AGENT][NEUTRAL] Sure, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] Alright, well thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.