AccountId: 011433970860
ContactId: 57a27a06-082c-4392-a03a-caea5407d621
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166940 ms
Total Talk Time (AGENT): 57298 ms
Total Talk Time (CUSTOMER): 62771 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/57a27a06-082c-4392-a03a-caea5407d621_20250529T12:46_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning, [PII]. My name is [PII] and I'm calling with um Memorial Hospital Pembroke, and I'm calling to check um on an effective date for the, for policy for a patient that was in-house.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Uh yes, it's going to be 02158.
[CUSTOMER][NEUTRAL] 743.
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima.
[CUSTOMER][NEUTRAL] 80
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] OK, thank you. Mhm.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII] and you just needed an effective date?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK, I can help you with that. Um.
[AGENT][NEUTRAL] She does have a newer policy. You want the effective date for the most recent policy?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, that policy number is 02595840.
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][NEUTRAL] 5, OK, so the new policy number is 02595840?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Effective [PII]. And [PII], may I have the initial of your last name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and is there a call reference number for the call today?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect. No, that is it. Thank you very much for all your time and help and you have a good day.
[AGENT][POSITIVE] Thank you [PII] for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you. Mhm. You're welcome. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.