AccountId: 011433970860
ContactId: 5144df05-d05d-4767-a0d8-7c3e2b4e9014
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83260 ms
Total Talk Time (AGENT): 42601 ms
Total Talk Time (CUSTOMER): 32448 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/5144df05-d05d-4767-a0d8-7c3e2b4e9014_20250404T18:56_UTC.wav
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[CUSTOMER][NEUTRAL] Um, you know.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Memorial Regional Hospital. I need to find out if a patient's policy is active.
[AGENT][NEUTRAL] Sure, I can see if that policy is still active. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes, um, 1518547 MLS or I'm sorry, ML8.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. So this policy terminated [PII]. If you'll give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do not, this was the only policy they had with us.
[CUSTOMER][NEUTRAL] OK, and when was it effective?
[AGENT][NEUTRAL] Effective date was [PII].
[CUSTOMER][POSITIVE] Perfect, thank you for your help.
[AGENT][NEUTRAL] Of course. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No that was it thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.