AccountId: 011433970860
ContactId: 1d08ae6e-6a2c-47c2-ac81-5d203a82a104
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75900 ms
Total Talk Time (AGENT): 19328 ms
Total Talk Time (CUSTOMER): 37036 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/1d08ae6e-6a2c-47c2-ac81-5d203a82a104_20250422T22:02_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], um, good afternoon. My name is [PII] and I'm calling from the South Miami Baptist Hospital. And the reason of my call is I wanted to verify uh the effective date of a policy and to see if it was active.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, sure. [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] It will be 02515502.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] It's for [PII] and her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I show the policy is effective [PII]. It is currently active.
[CUSTOMER][NEUTRAL] All right, perfect. OK, [PII], and do you mind if I ask the initial of the last name?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] All right, perfect. I guess that's everything I needed to know. Thank you very much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] Likewise, bye.