AccountId: 011433970860
ContactId: e084f34d-c2cf-4e49-9115-181830c71358
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108120 ms
Total Talk Time (AGENT): 34888 ms
Total Talk Time (CUSTOMER): 34969 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/e084f34d-c2cf-4e49-9115-181830c71358_20250411T17:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], my name is [PII] and I'm calling from Piedmont Hospital to see if a patient has active insurance.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I've got 02289436.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Who was that patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were needing benefits.
[CUSTOMER][NEUTRAL] Yeah, just eligibility for medical.
[AGENT][NEUTRAL] OK, the effective date is [PII], and the policy is active.
[CUSTOMER][NEUTRAL] Alrighty, and your first name is [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much for your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APR. You have a good day.
[CUSTOMER][POSITIVE] Thanks, you too. Bye-bye.