AccountId: 011433970860
ContactId: 24ec4843-c2c7-4c52-be91-b4966d246381
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116389 ms
Total Talk Time (AGENT): 46729 ms
Total Talk Time (CUSTOMER): 60445 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/24ec4843-c2c7-4c52-be91-b4966d246381_20250509T16:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. My name is [PII]. I'm calling from South Miami Hospital, um, and I just need to get an effective date on the policy.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with um the eligibility of, of a patient. Can I please get your callback number, ma'am?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, first name is [PII], uh, let's see, [PII].
[CUSTOMER][NEUTRAL] Uh, policy number 02555891.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do know that [PII] does have an active policy, and the effective date of her policy is [PII].
[AGENT][NEUTRAL] And it's current.
[CUSTOMER][NEUTRAL] [PII] and it's current, and is there a group number to this policy?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. It's 24882.
[CUSTOMER][NEUTRAL] 24882 or 38, I'm sorry.
[AGENT][NEUTRAL] Just 2 8s.
[CUSTOMER][POSITIVE] Just 2 8s, OK. Perfect. Um, OK, that's thank you very much. Uh, that's all I needed. Thank you, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful Mother's Day weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you. You're welcome. Have a good one. OK. Bye-bye. Bye-bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.