AccountId: 011433970860
ContactId: 72c55ea6-48e4-4638-99e6-12a5cc81250e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119099 ms
Total Talk Time (AGENT): 53370 ms
Total Talk Time (CUSTOMER): 37239 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/72c55ea6-48e4-4638-99e6-12a5cc81250e_20250424T17:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Memorial Hospital. I I'm trying to check to see if this patient's, um, policy is still active, please.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII], and that's a direct line.
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have 02585161.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And is it alright if I place you on just a brief hold while I pull the policy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What do you think?
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thanks so much for holding. I apologize for that wait. And I have the policy here. Um I just need you to verify the member's first and last name and date of birth.
[CUSTOMER][NEUTRAL] Um, so my first name is [PII]. Last name is [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so this policy is no longer active with APL. It was only active for a day, [PII], and there's no other policies with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][NEUTRAL] You're welcome, Mr. [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh no, ma'am. um, thank you.
[AGENT][POSITIVE] Alright, thanks. You're welcome and thanks for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.