AccountId: 011433970860
ContactId: 961a9022-03d1-434f-b137-9442e0af193a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126379 ms
Total Talk Time (AGENT): 49218 ms
Total Talk Time (CUSTOMER): 57115 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/961a9022-03d1-434f-b137-9442e0af193a_20250331T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, I am trying to find out if this patient has active coverage that would cover emergency hospital.
[AGENT][NEUTRAL] OK, I can help you with the coverage for the patient. Um, can I please get your name, your callback number, and the facility you're calling from?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I am [PII]. My number is [PII] and this is for South Lake Hospital.
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII] and I will spell his last name, [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And let's see, it has an in hospital benefit cert number and an outpatient.
[CUSTOMER][NEUTRAL] We'll see.
[AGENT][POSITIVE] Good one.
[CUSTOMER][NEUTRAL] Is that what you're looking for?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, 020698887.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, I've got the policy pulling up now for [PII].
[AGENT][NEUTRAL] And I do show that this policy for him is no longer active. It uh lapsed on [PII]. I'm checking though to see if he has another policy. He does not, he doesn't have any active policies with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll make a note of that thank you.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] I think that's all. I hope you have a good day.
[AGENT][POSITIVE] You too, Miss [PII]. Thank you and thanks for calling APL also bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.