AccountId: 011433970860
ContactId: 008a4915-ef60-4cb8-a902-12ca19c05bc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173220 ms
Total Talk Time (AGENT): 70477 ms
Total Talk Time (CUSTOMER): 60328 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/008a4915-ef60-4cb8-a902-12ca19c05bc9_20250429T20:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from South Miami Hospital in regards to a patient that we have here in the ER. I just wanted to verify eligibility for her.
[AGENT][NEUTRAL] OK, I'm so sorry, can you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and your callback number please [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you so much, and I'm ready for that policy number, please.
[CUSTOMER][NEUTRAL] Uh, I don't know if this is, um, a new one or if it's still the old one. She doesn't have the card with her, but I do have one on file. Can we try that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's 01563054L.
[AGENT][NEUTRAL] OK, let me just repeat that to you. I have that as 01563054 ML8.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] Thank you so much and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Her date of birth is [PII]. Her name is [PII].
[AGENT][POSITIVE] Thank you so much for the information, and that is an old policy number, so as you stated, so let me just check to see if there's an active one, please. Bear with me please, yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I was able to locate an active policy number for her. Let me know when you're ready for that number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is 026099971 ML 9.
[CUSTOMER][NEUTRAL] And do you know the group number?
[AGENT][NEUTRAL] I do, give me one moment, let me get that for you. Group number shows 270007.
[CUSTOMER][NEUTRAL] 7007.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. And I have a question. Um, does this cover
[CUSTOMER][NEUTRAL] Um, emergency room.
[AGENT][NEUTRAL] OK, let me check that for you. One moment, please bear with me.
[AGENT][NEUTRAL] Almost done.
[AGENT][POSITIVE] Yes, it does.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII]. what was the last name initial?
[AGENT][NEUTRAL] Last name initials [PII] and today's date for the reference. Anything else I can help you with, please?
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Do you have a reference number?
[AGENT][NEUTRAL] We use our name in today's date.
[CUSTOMER][POSITIVE] Oh, OK, OK, thank you so much, [PII]. I really appreciate it.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're welcome, thank you for calling APL. Take care bye.