AccountId: 011433970860
ContactId: 0504a906-a8ad-428a-8c28-8e5c636c8149
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141779 ms
Total Talk Time (AGENT): 46888 ms
Total Talk Time (CUSTOMER): 83022 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/0504a906-a8ad-428a-8c28-8e5c636c8149_20250317T17:10_UTC.wav
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[CUSTOMER][NEUTRAL] Please.
[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi how are you?
[AGENT][POSITIVE] I'm good. How are you doing today?
[CUSTOMER][NEUTRAL] I'm pretty good thank you. My name is [PII] and I'm calling from Memorial Hospital Miramar, and I am just calling because I have a patient, um, and I just wanted to, they, they told me they have to contact the payers just to get the effective date of her services please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I can give you the effective date. Uh, can I please get your callback number just in case our call gets disconnected.
[CUSTOMER][NEGATIVE] Oh, your phone is breaking up so bad.
[CUSTOMER][NEGATIVE] Yes, the, the call is breaking up really bad. It's, it's [PII].
[AGENT][NEUTRAL] Oh, OK, let's look.
[AGENT][NEUTRAL] Thank you, ma'am. And then um what is the patient's policy number?
[AGENT][NEUTRAL] Name and date of birth.
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] OK, the policy number is 02507813.
[CUSTOMER][NEUTRAL] And you said the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh patient's first name is [PII], so it's [PII] Last name is [PII], so it's [PII]
[AGENT][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] And patient's date of birth is [PII].
[CUSTOMER][POSITIVE] OK, no problem then, don't worry.
[AGENT][NEUTRAL] OK, let me look up her policy real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. So I do show that [PII] does have an active policy and her effective date is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh no, your, your phone is breaking up. I have [PII]. What was the, the month? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's it. You have a great day.
[AGENT][POSITIVE] You too [PII] thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. OK, take care.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.