AccountId: 011433970860
ContactId: 2e2e250b-5aeb-4de2-ab96-8138c2286ae9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155770 ms
Total Talk Time (AGENT): 57046 ms
Total Talk Time (CUSTOMER): 57627 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/2e2e250b-5aeb-4de2-ab96-8138c2286ae9_20250505T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with South Miami Hospital to verify benefits for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits for patients. Can I please get your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][POSITIVE] Yeah, no problem at all. That would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] That would be [PII]. Her date of birth is [PII], and the policy number she provided me was 02610127 MLH.
[AGENT][POSITIVE] OK, thank you so much. Let me look that up real quick for us.
[AGENT][NEUTRAL] And her name is [PII].
[CUSTOMER][NEUTRAL] Yes, [PII], and then her last name is [PII]. [PII] is spelled [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. Let me look at this real quick. Looking at this policy, she's not listed on the policy. This is an individual coverage only.
[CUSTOMER][NEUTRAL] So she wouldn't be considered a dependent?
[AGENT][NEUTRAL] Correct, she's not on the policy as a dependent.
[CUSTOMER][POSITIVE] All righty. Got it. OK.
[CUSTOMER][POSITIVE] Alrighty no problem at all. I will call her back and let her know.
[AGENT][NEUTRAL] OK. All right, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Can I get your name one more time? And I'm not sure if you guys provide reference numbers.
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] Got it. Can I have the initial of your last name [PII]?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you so much hope you have a great day.
[AGENT][POSITIVE] You too you have a wonderful week and thanks for calling APL.
[CUSTOMER][POSITIVE] Alrighty no problem at all.
[AGENT][NEUTRAL] Bye bye.