AccountId: 011433970860
ContactId: af2b3327-2c44-4600-9e4b-d938c05efa51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146369 ms
Total Talk Time (AGENT): 73643 ms
Total Talk Time (CUSTOMER): 44500 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/af2b3327-2c44-4600-9e4b-d938c05efa51_20250519T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Memorial Regional Hospital. I need to find out if our policy is active for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] My team, um, Bilboa, it is 02446030 ML 7.
[CUSTOMER][NEUTRAL] We have a lot of
[AGENT][NEUTRAL] OK, let me see if I can pull that up.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, can you repeat the policy number for me one more time, please? I think I missed the digit.
[CUSTOMER][NEUTRAL] OK, 02446030 ML 7.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and then what is the member's date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. I do show that this policy is no longer active for my team. The effective date was [PII] and the policy terminated on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But she does have another policy that is active and let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 250.
[AGENT][NEUTRAL] 3107.
[AGENT][NEUTRAL] And the effective date is [PII] and it is current.
[CUSTOMER][NEUTRAL] OK great alright just need a reference number for the call please.
[AGENT][NEUTRAL] Yes, you can use my name, [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] You're very welcome. Is that everything I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yes it is thank you.
[AGENT][POSITIVE] OK, well you have a good week and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.