AccountId: 011433970860
ContactId: b02dedec-e097-4521-8cc6-284af05e4878
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103069 ms
Total Talk Time (AGENT): 38094 ms
Total Talk Time (CUSTOMER): 27527 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/b02dedec-e097-4521-8cc6-284af05e4878_20250304T20:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is how may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check if a patient's policy is active.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with eligibility. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] [PII], and it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It is Memorial Regional Hospital.
[AGENT][NEUTRAL] OK. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII]. Policy number is 02141769ML7.
[AGENT][POSITIVE] OK, give me just a moment to look him up and I'll be right with you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] [PII], are you there?
[AGENT][NEUTRAL] [PII], I can't hear you, ma'am.
[AGENT][NEUTRAL] I'm going to hang up and call you right back, [PII].