AccountId: 011433970860
ContactId: 1751ef3e-8ea6-46b2-b287-a4335ae11afd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123400 ms
Total Talk Time (AGENT): 48579 ms
Total Talk Time (CUSTOMER): 41883 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/1751ef3e-8ea6-46b2-b287-a4335ae11afd_20250228T17:27_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from South Miami Hospital, uh, calling in reference to one of our patients just to check the um eligibility for her.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. Uh [PII].
[AGENT][POSITIVE] Thank you. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Sure. Uh, it is 019.
[CUSTOMER][NEUTRAL] 841
[CUSTOMER][NEUTRAL] 46
[CUSTOMER][NEUTRAL] M as in Mary,
[CUSTOMER][NEUTRAL] L Larry 7.
[AGENT][NEUTRAL] All right. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] My name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. OK. All right. And we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, perfect. Uh, is there a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK. Your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much, so I really appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] You're welcome