AccountId: 011433970860
ContactId: 140c249b-5fc0-4332-85b2-6ac8cbd0ceeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176380 ms
Total Talk Time (AGENT): 38889 ms
Total Talk Time (CUSTOMER): 53238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/140c249b-5fc0-4332-85b2-6ac8cbd0ceeb_20250106T15:09_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII]. I'm calling from Baptist Hospital of Miami, trying to get dentists for a patient.
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] I'm sorry you were breaking up. Can you repeat that for me please?
[CUSTOMER][NEUTRAL] Yes, no problem. My name is [PII]. I'm calling from Baptist Hospital of Miami, and I'm trying to get benefit for a patient.
[AGENT][POSITIVE] OK, I'd be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, that is [PII], my extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] So, what I got here is 1578242.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] I actually have another policy um if that one doesn't work.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show that this policy lapsed [PII].
[CUSTOMER][NEUTRAL] OK. Yes, I, I think I have another one.
[CUSTOMER][NEUTRAL] Um, it is 123-7122 ML8.
[AGENT][NEUTRAL] That's the policy that lapsed in [PII]. They have no current policies after [PII].
[CUSTOMER][POSITIVE] Oh, no act. OK. Oh, it's not a problem. Thank you so much for that information. And what's your name and a reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Let me do that