AccountId: 011433970860
ContactId: 1b99283a-2890-4675-b396-15781bc9efc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121099 ms
Total Talk Time (AGENT): 58146 ms
Total Talk Time (CUSTOMER): 49669 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/1b99283a-2890-4675-b396-15781bc9efc6_20250129T21:35_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling ATL. This is [PII]. May I assist you?
[CUSTOMER][NEUTRAL] Yes, hi. This is [PII] calling you from South Miami Hospital. I need to verify patients benefits and eligibility as a gap insurance, secondary insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can assist you with benefits and eligibility, and you say you're calling from facility?
[CUSTOMER][NEUTRAL] South Miami Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK. And may I have the patient's?
[CUSTOMER][NEGATIVE] Sorry, it cut off when you mentioned.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Sorry, you cut off when you, when you were saying your name?
[AGENT][NEUTRAL] Oh, I'm sorry. My name is [PII] last initial [PII]
[CUSTOMER][NEUTRAL] Oh thank you. Um, the patient's ID number is 144.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 9307 ML 5.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, last name is [PII], first name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Um, let me check and see if I have a new policy. This one is terminated, OK?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, I just needed to confirm, not a problem. I believe it's under the husband's name, [PII], but she's uh the ones being seen.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK. Yeah, um, there's no other active policies. This one terminated, well, it was effective [PII] and it terminated [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Have a great day.
[AGENT][NEUTRAL] You as well, is there anything else I'm gonna help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that's it. I needed to confirm that. Thank you.
[AGENT][POSITIVE] OK. You're welcome. Have a good afternoon. Thank you for calling APL. Bye-bye. Thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you bye bye take care