AccountId: 011433970860
ContactId: decd2cae-ba90-4515-9091-d0ba2c40f5b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83540 ms
Total Talk Time (AGENT): 33412 ms
Total Talk Time (CUSTOMER): 33558 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/decd2cae-ba90-4515-9091-d0ba2c40f5b7_20250303T14:07_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, good morning. My name is [PII]. I'm calling from Memorial Regional Hospital to check our benefits to see if the policy is still active.
[AGENT][NEUTRAL] So you're checking eligibility and then outpatient hospital benefits?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] I have 02405973.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII], no extension.
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] Alright, thank you for that.
[AGENT][NEUTRAL] OK, so the policy number that you provided turned.
[AGENT][NEUTRAL] Um, [PII], and I do not show an active policy for this member at this time.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Oh perfect. OK, thank you so much. I appreciate your help.
[AGENT][POSITIVE] Oh, you're welcome. And did you have any other questions, [PII] that I could help out with today?
[CUSTOMER][POSITIVE] No, that would be all, thank you.
[AGENT][POSITIVE] You're welcome thank you for calling ATL. have a good day.
[CUSTOMER][NEUTRAL] You as well.