AccountId: 011433970860
ContactId: 11339b58-317b-420e-a4fd-4db803e77fd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147580 ms
Total Talk Time (AGENT): 48851 ms
Total Talk Time (CUSTOMER): 66568 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/11339b58-317b-420e-a4fd-4db803e77fd2_20250609T17:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Baptist Hospital of Miami. I was calling to uh verify if the policy is still active, but I wasn't sure what kind of policy it is, so I just pressed what I thought it is and I got you.
[AGENT][POSITIVE] OK, that's fine. I can help you. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of course my direct line is [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Uh, policy number I have is 01871858M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, sir, and you were just needing the benefits for this policy?
[CUSTOMER][NEUTRAL] Uh, yes, uh, the last, uh, documented here was that they that he has uh 3000 per calendar year but that none had been used, so I don't know if that has changed.
[AGENT][NEUTRAL] OK, I'll check that for you. Any benefits given over the phones, not a guarantee of payment?
[AGENT][NEUTRAL] Yes, ma'am. It is the same, 3000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and, and I'm sorry, can you see if any of that has been used so far or still 0?
[AGENT][NEUTRAL] I can check for you, just a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] He has used $270.
[CUSTOMER][NEUTRAL] 270. All right, perfect. OK, and uh is there a reference number to this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Nope that was it thank you so much you have a wonderful week.
[AGENT][POSITIVE] Thank you so for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.