AccountId: 011433970860
ContactId: 5f0132a2-90c0-463e-bcca-4b306236e0c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127500 ms
Total Talk Time (AGENT): 31390 ms
Total Talk Time (CUSTOMER): 55892 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/5f0132a2-90c0-463e-bcca-4b306236e0c1_20250414T19:05_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hey, can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][POSITIVE] Oh, so sorry about that. I think my connection is really bad. Yes, I hear you. Sorry about that. Um, my name is [PII]. I'm calling from Memorial Regional Hospital just wanting to speak to someone regarding eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, do you have the patient policy number?
[CUSTOMER][NEUTRAL] Yes, the number I have here is 02135074.
[AGENT][NEUTRAL] OK, thank you. And do you have the uh patient name and date of birth?
[CUSTOMER][NEUTRAL] I have here [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, looks like this policy terminated. It terminated on 10-1-2023.
[AGENT][NEUTRAL] I don't show an active policy.
[CUSTOMER][NEUTRAL] OK, 10-120 23. OK, no worries, just wanted to double check if it was still active. You said 10-120 23?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much, ma'am, for your help. Can I just get a reference number um for this call, please, and your name again?
[AGENT][NEUTRAL] A reference number is just my name, [PII], [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, Ms. [PII]. You have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You as well.