AccountId: 011433970860
ContactId: 8234f302-d661-41b7-b7a5-98e732aa5eb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102779 ms
Total Talk Time (AGENT): 51721 ms
Total Talk Time (CUSTOMER): 42061 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/8234f302-d661-41b7-b7a5-98e732aa5eb1_20250331T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from Piedmont Fayet Hospital. I was calling because I was trying to verify benefits for a patient.
[AGENT][POSITIVE] Sure, I can check those benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnecting?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, so my number is [PII].
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Um, yeah, right now it looks like what I have.
[CUSTOMER][NEUTRAL] It's 02408223.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Um, the name is [PII]. Um, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have an active policy. It might just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do not. This was the last policy that they had with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alrighty, that's OK um do you have a reference number for the call?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last [PII] is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.