AccountId: 011433970860
ContactId: 1ee07caa-461c-46d1-8a50-345d1e387c5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122569 ms
Total Talk Time (AGENT): 49221 ms
Total Talk Time (CUSTOMER): 63179 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/1ee07caa-461c-46d1-8a50-345d1e387c5e_20250108T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you [PII]. This is [PII] from Homestead Hospital from [PII]. We're calling regardless a patient that came here to emergency services. Uh, we just want to find out if, if, uh, his, uh, coverage is still active with APL.
[AGENT][POSITIVE] OK, [PII] I'm happy to.
[CUSTOMER][POSITIVE] I have all the information, yes ma'am.
[AGENT][POSITIVE] OK. Happy to check that for you. What's her policy number?
[CUSTOMER][NEUTRAL] His policy number is 02046823M.
[CUSTOMER][NEUTRAL] As a mom, I.
[CUSTOMER][NEUTRAL] 7
[AGENT][POSITIVE] Thank you for that. And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I please have the patient name and date of birth?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yes ma'am, [PII]. Date of birth is uh [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date on this is [PII]. We are the secondary insurance, [PII], so this is gonna cover deductible, co-pay, co-insurance of primary does not.
[CUSTOMER][POSITIVE] Perfect. As a secondary, yes ma'am. Thank you so much. Uh, who I can um put on on the new, um, who I have the pleasure to speak with?
[AGENT][NEUTRAL] My name is [PII] and that is spelled [PII] and then the call reference would be my name with my last initial to my name and today's date. The last initial to my name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect, thank you so much ma'am I appreciate it I hope you have a wonderful day.
[AGENT][POSITIVE] You as well, [PII]. Take care.
[CUSTOMER][POSITIVE] Take care too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.