AccountId: 011433970860
ContactId: 1dc689fa-f93b-493b-829e-30d78b930b20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88300 ms
Total Talk Time (AGENT): 41481 ms
Total Talk Time (CUSTOMER): 39672 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/1dc689fa-f93b-493b-829e-30d78b930b20_20250220T15:00_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. This is [PII] from registration at South Miami Hospital. I need to check eligibility on the patient, please.
[AGENT][NEUTRAL] OK, sure. I can help you out with that, sir. Uh sir, what hospital are you with again?
[CUSTOMER][NEUTRAL] South Miami Hospital.
[AGENT][NEUTRAL] OK, [PII], and what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And what is the policy number of the insured?
[CUSTOMER][NEUTRAL] 02260128 M like mom L like lion number 7.
[AGENT][NEUTRAL] And what's the name of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you're wanting to verify eligibility on this policy, on this insured?
[CUSTOMER][NEUTRAL] Yeah, I wanna make sure she's still active with this insurance.
[AGENT][NEUTRAL] She is still active, yes.
[CUSTOMER][NEUTRAL] OK, what's the effective date?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright [PII], thank you so much. I appreciate your help you have a great day, OK?
[AGENT][POSITIVE] Thank you. Is there anything else I can help you out with, [PII]?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, well, you have a wonderful day, [PII] and thank you for calling American helpline. Thank you. Goodbye.
[CUSTOMER][NEUTRAL] Likewise.
[CUSTOMER][POSITIVE] Thank you.