AccountId: 011433970860
ContactId: 7c4f1f58-9103-4f1a-b10e-909a07d2d282
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116239 ms
Total Talk Time (AGENT): 41225 ms
Total Talk Time (CUSTOMER): 35580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/7c4f1f58-9103-4f1a-b10e-909a07d2d282_20250219T17:10_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm trying to verify if the patient's policy is active.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Baptist Hospital in [PII].
[AGENT][NEUTRAL] OK, how do you spell your name?
[CUSTOMER][NEUTRAL] It's gonna be [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do, it's 1442569.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And was that patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and you were wanting benefits?
[CUSTOMER][NEUTRAL] Uh, uh, yes, to confirm the policy is active and what the outpatient benefit would be.
[AGENT][NEUTRAL] OK, hold on one moment. That policy canceled [PII] 18. Let me see if she has any other coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not see an active policy. So that one was lapsed 101 of 18.
[CUSTOMER][POSITIVE] 10, 1 of 18. OK, perfect. Thank you so much. That was all I needed.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.