AccountId: 011433970860
ContactId: 32b182fe-d83d-4177-8b68-59c8c4e06836
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191720 ms
Total Talk Time (AGENT): 66009 ms
Total Talk Time (CUSTOMER): 66649 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/32b182fe-d83d-4177-8b68-59c8c4e06836_20250320T14:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm speaking in, on a recorded line and I was calling today to verify eligibility.
[AGENT][NEUTRAL] OK [PII], I can help you with eligibility. Can I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and my extension is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from Broward Health.
[AGENT][NEUTRAL] OK, thank you so much and what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient's name is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And you asked for date of birth and policy number as well, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Date of birth is [PII] and policy number is 02044595 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] OK, let me look up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy termination date was [PII].
[AGENT][NEUTRAL] But let me check to see if anything was issued after that time.
[AGENT][POSITIVE] Yes ma'am, she does have an active policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give you the good policy number.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] It's 247. You're so welcome. It's 247-598-4.
[AGENT][NEUTRAL] And this policy effect date is [PII].
[AGENT][NEUTRAL] And is still active.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] And, and so, um.
[CUSTOMER][NEUTRAL] Just to be sure, you said that that policy number is 247-5984, correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, great. All right. Thank you so much for your help today, [PII]. That was all I needed.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day, and I thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Have a wonderful day as well. Bye bye.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] Thank you.