AccountId: 011433970860
ContactId: 32cdbf1a-384b-4bfa-94b3-c89cc0594f8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103040 ms
Total Talk Time (AGENT): 30212 ms
Total Talk Time (CUSTOMER): 35373 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/32cdbf1a-384b-4bfa-94b3-c89cc0594f8e_20250310T13:19_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Diagnostic Center of Miami to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] OK. And so this is in a diag you said diagnostic facility?
[CUSTOMER][NEUTRAL] Diagnostic Center in [PII].
[AGENT][NEUTRAL] OK, and what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, give me one moment please. Oh wow, why did this do this?
[CUSTOMER][NEUTRAL] Uh, policy number is 2,054,830.
[AGENT][NEUTRAL] And I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thanks for verifying that information. One moment.
[AGENT][NEUTRAL] All right, so I show this policy is no longer active, uh, as of [PII]. No active coverage with American Public Life for this patient.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh, OK, I will go ahead and check up on the patient and see if there's anything that she owes she has. Thank you so much for your help though.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Any other questions?
[CUSTOMER][POSITIVE] Nope, that'll be all thank you.
[AGENT][POSITIVE] Alrighty, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too goodbye.