AccountId: 011433970860
ContactId: 302a5d52-0ffd-46c4-8383-cae634b4ebc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153240 ms
Total Talk Time (AGENT): 49514 ms
Total Talk Time (CUSTOMER): 49060 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/302a5d52-0ffd-46c4-8383-cae634b4ebc3_20250506T14:10_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, good morning, [PII]. My name is [PII]. I'm calling from South Miami Hospital. Um, I just need um a um effective date on the policy.
[AGENT][POSITIVE] OK, I can help you with that. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Sure, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] I have, yes, I have 01929921 ML8.
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII], um, her date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII] and you wanted to know the effective date?
[CUSTOMER][NEUTRAL] Yes, that is it.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on just a moment, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, she has a new policy that was effective [PII]. Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] It's 025578-885.
[CUSTOMER][NEUTRAL] So you said 025578-885?
[AGENT][NEUTRAL] Yes, ma'am. And it was effective [PII].
[CUSTOMER][NEUTRAL] [PII] and is there a group number to the policy?
[AGENT][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] It is 15724.
[CUSTOMER][POSITIVE] Oh, OK, I have that. OK, perfect. 15724. OK, perfect. OK, thank you very much, [PII].
[AGENT][POSITIVE] Thank you for calling APA. You have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.