AccountId: 011433970860
ContactId: 792ae9b6-f846-4011-8926-82b00b045f4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73239 ms
Total Talk Time (AGENT): 39812 ms
Total Talk Time (CUSTOMER): 24929 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/792ae9b6-f846-4011-8926-82b00b045f4d_20250116T21:08_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, it's [PII] from Memorial Hospital West. I'm just trying to verify patients active with their insurance.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that today. And you said it was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then what, uh, what is the policy number we're looking at today, Ms. [PII]?
[CUSTOMER][NEUTRAL] 01638499 ML 7.
[AGENT][NEUTRAL] 016384999
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect. Thank you.
[CUSTOMER][POSITIVE] I [PII].
[AGENT][NEUTRAL] Yes, and her date of birth, pretty please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. I do have her right here. She is current and active with us. It looks like her effective date is [PII].
[AGENT][NEUTRAL] And then was there any other information regarding eligibility you're needing?
[CUSTOMER][POSITIVE] Perfect, thank you.
[CUSTOMER][POSITIVE] That was all I needed thank you.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for calling APL and I hope you have a fabulous day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Bye bye.