AccountId: 011433970860
ContactId: b84005cf-14bc-41a0-86a0-3f0fdd84d92f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104779 ms
Total Talk Time (AGENT): 44272 ms
Total Talk Time (CUSTOMER): 42256 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/b84005cf-14bc-41a0-86a0-3f0fdd84d92f_20250217T20:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Memorial Regional Hospital for verification of benefits, please.
[AGENT][NEUTRAL] Sure, I can check that for you. You did say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I have 02263220.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. So this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active with us. Might be a different policy number.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, they do not, this was the last policy they had with us.
[CUSTOMER][NEUTRAL] OK, no problem. Policy terminated 10-1-2024. All right, may I have the first initial of your last name, please?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Sure, it's [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, and do you give reference numbers or is it just your name and uh today's date?
[AGENT][NEUTRAL] Yes, it would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] Awesome have a great rest of your day.
[AGENT][POSITIVE] Of course. Thank you. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Mhm. Bye-bye.