AccountId: 011433970860
ContactId: 02e6578d-b376-42f7-bd51-bb8ce149346b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 29219 ms
Total Talk Time (AGENT): 7179 ms
Total Talk Time (CUSTOMER): 12988 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/02e6578d-b376-42f7-bd51-bb8ce149346b_20250205T15:33_UTC.wav
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[AGENT][NEUTRAL] [PII], this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from University of Miami Hospital. How do you spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Uh, [PII], I have a patient that is coming for an inpatient procedure in a hospital facility, and I'm calling to check up to how much she has available to use.
[AGENT][NEUTRAL] And do you have the policy number?