AccountId: 011433970860
ContactId: 7b3955e3-a43f-469e-9f16-0d2817fea9de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63169 ms
Total Talk Time (AGENT): 37212 ms
Total Talk Time (CUSTOMER): 17111 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/7b3955e3-a43f-469e-9f16-0d2817fea9de_20250529T12:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. 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] Alright, what's the policy number?
[CUSTOMER][NEUTRAL] 02563925
[AGENT][NEUTRAL] Thank you. And for documentation, can I grab your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You can [PII]. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Patient is active. Effective date is [PII]. We are the members secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK great do you have a reference number for the call?
[AGENT][NEUTRAL] Absolutely. Call references my name, with today's date. My name is [PII], that's [PII] Last initial is [PII] and then today's date.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] You're welcome. Bye-bye.