AccountId: 011433970860
ContactId: 9740f7bf-f828-4005-bc52-2f4871900a7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75620 ms
Total Talk Time (AGENT): 25341 ms
Total Talk Time (CUSTOMER): 24281 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/9740f7bf-f828-4005-bc52-2f4871900a7a_20250620T19:33_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] I can help you with eligibility. Who am I speaking with?
[CUSTOMER][NEUTRAL] [PII] from Memorial Regional Hospital.
[AGENT][NEUTRAL] And can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01530917 ML 8.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, I'm showing that this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And this is their secondary gap insurance.
[CUSTOMER][POSITIVE] Perfect, thanks for your help.
[CUSTOMER][POSITIVE] Great OK thank you have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK.