AccountId: 011433970860
ContactId: c9673a27-6a58-4889-921b-341d1c1d07bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107220 ms
Total Talk Time (AGENT): 42018 ms
Total Talk Time (CUSTOMER): 37830 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/c9673a27-6a58-4889-921b-341d1c1d07bd_20250328T13:54_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Memorial Hospital Pre-services, and I just wanted to verify um a plan if a plan is active.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII]
[AGENT][POSITIVE] Thank you, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] 902443
[AGENT][NEUTRAL] OK. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, let me see if I have a new policy, OK, this one is a really old policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah sure, I don't have a new policy, um.
[AGENT][NEUTRAL] This one terminated back in [PII].
[CUSTOMER][POSITIVE] OK. All right. I just wanted to make sure. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss?
[CUSTOMER][POSITIVE] No, that's all. Have a good day.
[AGENT][POSITIVE] You as well. Have a good day and thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye.