AccountId: 011433970860
ContactId: 5f714932-c644-49e8-9dc8-e5dc58821f8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102800 ms
Total Talk Time (AGENT): 30556 ms
Total Talk Time (CUSTOMER): 40362 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/5f714932-c644-49e8-9dc8-e5dc58821f8d_20250411T18:41_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 Memorial Preservices department. Um, I was trying to check, uh, patients eligibility and benefits.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] It's 02476830 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] And the patient name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So it looks like this policy has terminated, um, and that was on [PII].
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, then.
[CUSTOMER][NEUTRAL] Can I get your name again and a reference number, please?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial to last name, D as in dog, and today's date. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] That's all, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK.