AccountId: 011433970860
ContactId: bbcfebe6-c7e9-49f5-accb-7d60106e6ff6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144080 ms
Total Talk Time (AGENT): 48812 ms
Total Talk Time (CUSTOMER): 72739 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/bbcfebe6-c7e9-49f5-accb-7d60106e6ff6_20250402T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Memorial Regional Hospital. I have a patient that is currently in our emergency, um, um in our emergency room. I just wanted to verify her APL, um, her APL coverage benefit if it's active.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh yes ma'am, I can help you with the eligibility of your patients. Um, can I please get your callback number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, absolutely. That would be [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Her first name is [PII]. Last name, let me spell it for you, [PII].
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh and the policy number is 1241399.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Well thank you.
[AGENT][NEUTRAL] OK, I do show that this policy for June is no longer active. The policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I'm checking.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, and she does not have any active policies with us at this time.
[CUSTOMER][POSITIVE] Ah, OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Oh, that'll be all you said [PII], right? Of this year of of last year, I'm sorry?
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Mm bye bye.