AccountId: 011433970860
ContactId: c2cc0dd6-41a8-456b-9b4f-60bca29af644
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117519 ms
Total Talk Time (AGENT): 43679 ms
Total Talk Time (CUSTOMER): 53976 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/c2cc0dd6-41a8-456b-9b4f-60bca29af644_20250522T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon, [PII]. My name is [PII] and I'm calling with Memorial Regional Hospital, and I'm calling cause I need um to um
[CUSTOMER][NEUTRAL] To verify um effective date for a patient that's currently in house please with her policy plan.
[AGENT][NEUTRAL] Yes, [PII], I can help you with the eligibility of a patient. Can I please get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, my direct callback number is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII] and then her policy number is 02107225 M as in Mike, L as in Lima and the number 8.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Mhm you're welcome.
[AGENT][NEUTRAL] OK, I do show that Ms. [PII] does have an active policy with us and the effective date of her policy is [PII] and it's current.
[CUSTOMER][POSITIVE] OK, perfect. That's exactly what I have. OK, perfect. And [PII], may I have the initial of your last name, please?
[AGENT][NEUTRAL] Yes, ma'am. It's A.
[CUSTOMER][NEUTRAL] OK, and is there a call reference number for the call today?
[AGENT][NEUTRAL] Yes, you can use my name in today's date.
[CUSTOMER][POSITIVE] Wonderful. All right, well thank you very much for your time and help. I appreciate it.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yes, that is it. Thank you. Mhm.
[AGENT][POSITIVE] All right. Well, you have a good Memorial Day weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] You too. You too as well. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye, ma'am.