AccountId: 011433970860
ContactId: d6c5bc70-e57b-45de-b0f9-fdb019afeca0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162850 ms
Total Talk Time (AGENT): 51495 ms
Total Talk Time (CUSTOMER): 59163 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/d6c5bc70-e57b-45de-b0f9-fdb019afeca0_20250520T15:31_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from Homete Hospital ED registration. I'm calling to verify, um, APL account.
[AGENT][NEUTRAL] OK, I can help you with eligibility on a patient. Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have a [PII].
[CUSTOMER][NEUTRAL] [PII] His date of birth, hm, let me get the patient.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] His date of birth, well, that's his daughter.
[CUSTOMER][NEUTRAL] One moment, let me get his date of birth because
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what is his policy number, please?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's 01972369 M as in Mary, L as in lamb, 7.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII].
[AGENT][NEUTRAL] Has a lapsed policy, the policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and there are no active policies on file at this time.
[CUSTOMER][POSITIVE] OK, thank you so much. I will let him know.
[AGENT][POSITIVE] You're very welcome. Is there anything else, Ms. [PII], I can help you with?
[AGENT][NEUTRAL] Before we go
[CUSTOMER][NEUTRAL] No, that'll be all for today.
[AGENT][POSITIVE] You have a wonderful rest of your week and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye bye.