AccountId: 011433970860
ContactId: 9d82586a-7dd7-475e-96dd-5ad436d664a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86209 ms
Total Talk Time (AGENT): 42699 ms
Total Talk Time (CUSTOMER): 39849 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/9d82586a-7dd7-475e-96dd-5ad436d664a6_20250115T22:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there. My name is [PII]. I'm calling from Holy Cross Hospital to verify um that a patient's policy is active.
[AGENT][NEUTRAL] OK, yeah, I can check to see if the policy is active. [PII], uh, can I get a good call back number from you first just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yup. It's 0148064 M like Mary, L like Lima.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] OK, thank you and then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying all that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. That is all I needed and then your name one more time.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thank you, [PII]. Much appreciated.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, you have a good evening.
[AGENT][POSITIVE] Alright, yep, thanks for calling APL. You too, bye bye.
[CUSTOMER][NEUTRAL] Bye.