AccountId: 011433970860
ContactId: 97d569e1-c242-4fde-ae15-9e6a774eb2a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86860 ms
Total Talk Time (AGENT): 50166 ms
Total Talk Time (CUSTOMER): 23890 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/97d569e1-c242-4fde-ae15-9e6a774eb2a9_20250611T14:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Memorial Regional Hospital. I'm trying to find out if a patient's policy is active.
[AGENT][NEUTRAL] OK, well I can help you with the eligibility and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that, [PII]. May I have the member's policy number?
[CUSTOMER][NEUTRAL] 1229154 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this particular policy is no longer active. This is their first policy with us. Um, it was effective from [PII]. Um, there is an active policy though. That policy number is 254.
[AGENT][NEUTRAL] 2045.
[AGENT][NEUTRAL] And this policy has been active since [PII].
[CUSTOMER][POSITIVE] Perfect. OK, thank you for your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that was everything thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.