AccountId: 011433970860
ContactId: 25d89d68-6d5c-4c3e-9cc1-51a2ba4eb8ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84080 ms
Total Talk Time (AGENT): 32009 ms
Total Talk Time (CUSTOMER): 42138 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/25d89d68-6d5c-4c3e-9cc1-51a2ba4eb8ee_20250624T15:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Hospital Miami. I need to check on the gap, uh, policy.
[AGENT][NEUTRAL] Are you checking for eligibility or benefits?
[CUSTOMER][NEUTRAL] Uh, eligibility.
[AGENT][NEUTRAL] OK, I can verify that for you, Ms. [PII]. Um, what's that policy number, please?
[CUSTOMER][NEUTRAL] Sure. It's 01611892 letter M as in Mike, L as in Larry, number 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure [PII] direct line?
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] First name is [PII] and last name is [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. I'm trying to effective date of [PII], policy is active.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. You have a wonderful day and I know it's early, a beautiful weekend.
[AGENT][POSITIVE] You too, Ms. [PII]. Wait for the weekend. I hurry up to you.
[CUSTOMER][POSITIVE] I know. Take care. Take care.
[AGENT][POSITIVE] It's only Tuesday, yes, ma'am. Have a great one.
[CUSTOMER][NEGATIVE] I know, terrible too. You too, hon. Bye-bye.
[AGENT][NEUTRAL] Yes, bye.