AccountId: 011433970860
ContactId: 09583d78-163e-44f4-9dc5-30acd9071312
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90519 ms
Total Talk Time (AGENT): 28881 ms
Total Talk Time (CUSTOMER): 41059 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/09583d78-163e-44f4-9dc5-30acd9071312_20250409T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the um Homestead Hospital. I'm calling to verify the effective date on a patient's plan.
[AGENT][NEUTRAL] OK, [PII], I can help you with the effective date. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, the number that I have is 02019804 M as in Mike L as in Larry 8.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and then you were needing benefits or eligibility?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I just need to know the effective date on the policy, um, and that'll be it.
[AGENT][NEUTRAL] Uh, looks like the policy is effective [PII] and it is currently active.
[CUSTOMER][NEUTRAL] Alright, perfect, um, [PII], can I have your last name initial and the call reference number for this call?
[AGENT][NEUTRAL] Uh, uh, initial for my last name is [PII], and then it's my name and today's date for the reference.
[CUSTOMER][POSITIVE] Alright perfect thank you so much [PII] have a good day.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye.