AccountId: 011433970860
ContactId: 215955b1-ab0f-49a6-8dc1-fabaa842a985
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96730 ms
Total Talk Time (AGENT): 44137 ms
Total Talk Time (CUSTOMER): 36779 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/215955b1-ab0f-49a6-8dc1-fabaa842a985_20250130T19:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Hospital Miami. I'm trying to check eligibility for a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] direct line.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 962-8887.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure. It's the uh patient's name is [PII]
[CUSTOMER][NEUTRAL] [PII] is a middle name?
[CUSTOMER][NEUTRAL] [PII], uh born on
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right. And you say you need um eligibility information today, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we have an effective date of um [PII]. It is showing active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][POSITIVE] OK. Thank you so much, though. Have a wonderful afternoon.
[AGENT][POSITIVE] You're welcome. You as well. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you've been great. You have a wonderful evening as well.
[AGENT][POSITIVE] You as well. Have a good evening. Bye bye, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.