AccountId: 011433970860
ContactId: 98f49381-6ded-4133-8834-48323cdff6d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128059 ms
Total Talk Time (AGENT): 43308 ms
Total Talk Time (CUSTOMER): 51033 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/98f49381-6ded-4133-8834-48323cdff6d8_20250611T15:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from Memorial Hospital West Outpatient rehab, and I need to verify, uh, benefits for mutual patient.
[AGENT][POSITIVE] Sure, I can help you with benefits. Can you spell your name for me, please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] That's really pretty. I love that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, and what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 1570322.
[AGENT][NEUTRAL] Alright, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] It's not
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That would do it.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And is the patient being seen uh in the future or is this further uh further back?
[CUSTOMER][NEUTRAL] Uh, no, she is gonna be seen on the [PII].
[AGENT][NEUTRAL] OK, uh, it looks like this policy, um, had an effective date of [PII]. This policy lapsed on [PII].
[CUSTOMER][POSITIVE] OK, all right, thank you so much that's what I needed to verify.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] That would be it thank you so much.
[AGENT][POSITIVE] Great, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Same to you bye bye.
[AGENT][NEUTRAL] Bye.