AccountId: 011433970860
ContactId: 907639b6-de6e-484b-98b4-b0d1b4fd5e80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139500 ms
Total Talk Time (AGENT): 51777 ms
Total Talk Time (CUSTOMER): 55512 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/907639b6-de6e-484b-98b4-b0d1b4fd5e80_20250121T19:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] and I'm calling from Memorial Hospital. I just wanted to see if a patient's um insurance was still active.
[AGENT][NEUTRAL] OK, I can help you with that. And [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have 01929927.
[CUSTOMER][NEUTRAL] M as in Mary, L as in lion, 7.
[AGENT][NEUTRAL] Thank you. And that was 01929927 ML 7?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. And you just need to verify if the coverage is still currently active?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I showed this policy term 101 of 24, but let me check to make sure there's no other coverage.
[AGENT][NEUTRAL] No, I don't show any other coverage, so this policy did turn 101 of 24. I don't show any other active coverage.
[CUSTOMER][NEUTRAL] OK, so it, it expired [PII]. OK, thank you.
[AGENT][POSITIVE] Yes, that is correct. You're welcome. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] That was all. Have a good one. I'm sorry. I'm so sorry. Um.
[AGENT][POSITIVE] You too, thank
[CUSTOMER][NEUTRAL] What was your first name again?
[AGENT][NEUTRAL] [PII] and that's spelled [PII]
[CUSTOMER][NEUTRAL] [PII] And your last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. And did you have a reference number?
[AGENT][NEUTRAL] It'll be just my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a good one.
[AGENT][POSITIVE] You too. Thanks for calling APL bye.
[CUSTOMER][POSITIVE] Thank you bye bye.