AccountId: 011433970860
ContactId: a107cfa8-0a96-4540-af7e-86896073355d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70750 ms
Total Talk Time (AGENT): 34882 ms
Total Talk Time (CUSTOMER): 20299 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/a107cfa8-0a96-4540-af7e-86896073355d_20250529T19:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. calling APL. This is speaking. May 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] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] 02517406
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII], and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, your name and reference number please?
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII], and as far as reference, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.