AccountId: 011433970860
ContactId: 6701b64c-87f3-47ef-a9f0-ba18060c5fd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78889 ms
Total Talk Time (AGENT): 34847 ms
Total Talk Time (CUSTOMER): 31651 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/6701b64c-87f3-47ef-a9f0-ba18060c5fd8_20250122T20:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Memorial Regional Hospital. I need to find out if the patient's policy is active.
[AGENT][NEUTRAL] OK, yeah, I can see if the policy is active. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm so sorry, could you repeat that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 02473241 ML 7.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][POSITIVE] OK perfect uh OK that's all I needed thank you for your help.
[AGENT][NEUTRAL] Yeah, there wasn't anything else I can help you with?
[CUSTOMER][NEUTRAL] No that was it thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.