AccountId: 011433970860
ContactId: 635c131f-062a-495a-88bb-88998eaf25d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77139 ms
Total Talk Time (AGENT): 38840 ms
Total Talk Time (CUSTOMER): 22491 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/635c131f-062a-495a-88bb-88998eaf25d4_20250530T13:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Memorial Regional Hospital to find out if the patient's policy is active.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility, and may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02595840.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII], I'm sorry, of [PII].
[CUSTOMER][NEUTRAL] OK, do you have a um a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date and again that's [PII], first initial of my last name is [PII].
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.