AccountId: 011433970860
ContactId: f245c59c-e183-47cc-81d9-7375e6f665ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98589 ms
Total Talk Time (AGENT): 40469 ms
Total Talk Time (CUSTOMER): 45757 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/f245c59c-e183-47cc-81d9-7375e6f665ba_20250108T15:31_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling to verify outpatient hospital benefits for patients.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Um, that is 1346808 M L as in Larry, the number 7.
[AGENT][NEUTRAL] And your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. I'll spell the last name.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And we're checking eligibility and outpatient uh benefits, correct?
[CUSTOMER][NEUTRAL] Uh, for the hospital, correct.
[AGENT][NEUTRAL] OK, so I have this information for you. I'm showing an effective date of [PII]. Uh, this policy is no longer active as of [PII], so I don't show an active policy for this patient.
[CUSTOMER][NEUTRAL] Sorry, Terminated [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, can you provide me with the reference number?
[AGENT][NEUTRAL] Uh huh. My name in today's date, [PII] is [PII]. And anything else, [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. No, that was it. Thank you for your help.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye. You too, bye bye.
[AGENT][NEUTRAL] Bye bye.