AccountId: 011433970860
ContactId: 32770edb-906f-471d-b09e-1e732835c2e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145020 ms
Total Talk Time (AGENT): 64128 ms
Total Talk Time (CUSTOMER): 44122 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/32770edb-906f-471d-b09e-1e732835c2e6_20250509T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII] this is how may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII]. I'm calling to get a patience, um.
[CUSTOMER][NEUTRAL] Uh, information is for insurance is still active with you guys as a supplement to the Medicare.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. May I please get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Extension is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Homestead Hospital.
[AGENT][NEUTRAL] OK. And then may I also have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Born [PII].
[CUSTOMER][NEUTRAL] Policy number 018.
[CUSTOMER][NEUTRAL] 96516 ML 8.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy terminated on [PII], but let me check. I'm gonna check to see if he has anything.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] No, ma'am. We do not have any active policies on file right now for him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so this one term, OK, and your first name, the first digit of your last name, call reference number.
[AGENT][NEUTRAL] My first name is [PII], it's [PII] My last initial is [PII], and you can use my name and today's date for your reference.
[CUSTOMER][POSITIVE] Wonderful Toy thank you so much I appreciate your help.
[AGENT][POSITIVE] You're very welcome, [PII]. Is there anything else I can do for you before we go?
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful weekend and thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.