AccountId: 011433970860
ContactId: 1cbf32ce-78e4-4b8f-838e-950b7a33523c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136500 ms
Total Talk Time (AGENT): 51449 ms
Total Talk Time (CUSTOMER): 33278 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/1cbf32ce-78e4-4b8f-838e-950b7a33523c_20250110T16:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Hospital of Miami trying to get benefits for a patient.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with the [PII]. Can you please give me your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][POSITIVE] Thank you, the patient's name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what's Miss [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and her policy number please?
[CUSTOMER][NEUTRAL] 02024778.
[AGENT][NEUTRAL] OK, let me pull that policy in real quick for us.
[AGENT][NEUTRAL] OK, I do show that this policy for Ms. [PII] is no longer active. The policy lapsed on [PII].
[AGENT][NEUTRAL] But I'm going to check to see if she does have an active policy.
[AGENT][NEUTRAL] She does not have any active policies with us.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for that information. If I can have your name and a reference number for this call.
[AGENT][NEUTRAL] Yes ma'am, um, my name is [PII], and you can use my name and today's date for your reference number.
[CUSTOMER][POSITIVE] OK. Thank you so much. You have a wonderful day.
[AGENT][POSITIVE] You too, Miss [PII] have a blessed weekend thanks for calling APL.