AccountId: 011433970860
ContactId: 2f603a3e-b784-41e3-91f5-c3280981f52c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104290 ms
Total Talk Time (AGENT): 49471 ms
Total Talk Time (CUSTOMER): 33051 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/2f603a3e-b784-41e3-91f5-c3280981f52c_20250514T19:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, hello. Good afternoon. So my name is [PII]. I'm calling from facility at Broward Health North. That's the hospital I want to verify this patient's secondary insurance eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] No it's [PII] for the last four.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02456724
[AGENT][NEUTRAL] Thank you, one moment, let me pull this information.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And then you say you need eligibility, Ms. [PII]. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Right, OK, great. I just want to make sure because I see it here too. It's just that I thank you so much, my dear.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. You're welcome. Have a good afternoon, Ms.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Mm bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] I