AccountId: 011433970860
ContactId: 68d33ea4-95cd-443f-9a6b-9892af5ac704
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87550 ms
Total Talk Time (AGENT): 35168 ms
Total Talk Time (CUSTOMER): 38792 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/68d33ea4-95cd-443f-9a6b-9892af5ac704_20250415T22:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, good evening. This is [PII] with free Services at Memorial Hospital West. I just wanted to find out if the policy is still active, please, [PII].
[AGENT][NEUTRAL] Here, yeah, I can see if that policy is active. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, my number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do it's um 1236655 M like Mike L as in Lima, the number 8.
[CUSTOMER][NEUTRAL] Our patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying all of that. Uh, so this policy is active, uh, effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] OK, wonderful. [PII], is there an initial to your last name, please?
[AGENT][NEUTRAL] Yes, it's A.
[CUSTOMER][POSITIVE] Wonderful, [PII], thank you so much have a good evening.
[AGENT][NEUTRAL] Of course, was there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, not at this time. Thank you.
[AGENT][POSITIVE] Alright, thanks for giving us a call have a great rest of your day bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.