AccountId: 011433970860
ContactId: 0e06d741-3211-4bb1-86dc-34fc3b085e16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106610 ms
Total Talk Time (AGENT): 35079 ms
Total Talk Time (CUSTOMER): 45280 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/0e06d741-3211-4bb1-86dc-34fc3b085e16_20250616T16:28_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] last name initial [PII] for [PII]. Um, I'm just calling on behalf of the hospital facility, Memorial Hospital M Miramar, to see if the patient has active coverage.
[AGENT][NEUTRAL] I can help you with eligibility [PII]. Uh, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is our direct phone line, [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, 01813208 M for Michael, L for Lima, and 7.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII], date of birth of [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[AGENT][NEUTRAL] It looks like this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, and before I go, [PII], may I please have your last name initial and a call reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My last initials [PII] and we don't have call reference numbers, but you can use my name and last initial in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help and you have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day as well. Bye.
[CUSTOMER][NEUTRAL] Bye bye.