AccountId: 011433970860
ContactId: 6043b7a2-3a57-440b-a50b-9d888be73a83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121519 ms
Total Talk Time (AGENT): 45840 ms
Total Talk Time (CUSTOMER): 67969 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/6043b7a2-3a57-440b-a50b-9d888be73a83_20250109T16:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, good, good afternoon. This is [PII] calling from Mla Children's Hospital. I'm having a member ID and I just need to know the patient is active or not. Will you please help me with that?
[AGENT][NEUTRAL] Yeah, I can check to see if that policy is still active. Uh, first, [PII], if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure, of course, that's gonna be [PII].
[AGENT][POSITIVE] OK, thank you, and then I will.
[CUSTOMER][NEUTRAL] May I know your name once again?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Yeah. And what's your last name, first initial?
[AGENT][NEUTRAL] Oh, it's A
[CUSTOMER][NEUTRAL] [PII], correct? OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Got it. Thank you so much.
[AGENT][NEUTRAL] OK, and then I, I'll go ahead and take that policy number, [PII].
[CUSTOMER][NEUTRAL] Sure. That's gonna be 021.
[CUSTOMER][NEUTRAL] 41773 M as in Michael, L as in Lima, number 7.
[AGENT][NEUTRAL] OK, thank you and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy is active, effective date was [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, may I know the term date?
[AGENT][NEUTRAL] There is no term date. It is currently active.
[CUSTOMER][POSITIVE] OK. Sure. Thank you so much for the information, [PII].
[CUSTOMER][NEUTRAL] May I know the reference number for this call, please?
[AGENT][NEUTRAL] A reference number would just be my first name, last initial, and today's date. Uh, so I, I, well, I gotta give you the spelling. Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] No, thank you so much for the information. I got it and have a great rest of your day. Take care. Bye-bye for now.
[AGENT][POSITIVE] All right, yes, thanks for calling APL. You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.