AccountId: 011433970860
ContactId: af6e49be-9417-4c2c-ab3c-5aef878cc1a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93620 ms
Total Talk Time (AGENT): 47340 ms
Total Talk Time (CUSTOMER): 31849 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/af6e49be-9417-4c2c-ab3c-5aef878cc1a4_20250327T16:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you. My name is [PII]. I'm calling from Baptist Hospital. I need to verify the benefits for a patient, please.
[AGENT][POSITIVE] Yeah, I could check eligibility and benefits for you. Uh, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 1450141 M as in Mary, L as in Larry 5.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII], uh date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, they do not. This was the only policy they had with us.
[CUSTOMER][NEUTRAL] OK, perfect. Can you please give me the reference number for this call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's all. Thank you very much and have a good day.
[AGENT][POSITIVE] OK, yeah, thanks for calling HL. You too, bye bye.
[CUSTOMER][NEUTRAL] Bye.