AccountId: 011433970860
ContactId: 358ecd6b-0bf1-4071-932c-b763f4dd08ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138610 ms
Total Talk Time (AGENT): 47966 ms
Total Talk Time (CUSTOMER): 55299 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/358ecd6b-0bf1-4071-932c-b763f4dd08ab_20250314T22:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I am calling to verify the insurance for one of my patients.
[AGENT][NEUTRAL] OK, I can help you with eligibility for a patient. Can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] Yes. First name is [PII] initial [PII], and the callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what's the name of your facility?
[CUSTOMER][NEUTRAL] South Miami Hospital.
[AGENT][NEUTRAL] OK, thank you. And can you give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the first name is [PII], the last name is [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02405882.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][POSITIVE] Perfect and the expiration, correct?
[AGENT][POSITIVE] Correct, it's still active.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. May I please have the call reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect and can I please have the first initial to the last name?
[AGENT][NEUTRAL] It's A
[CUSTOMER][POSITIVE] Thank you so much I greatly appreciate your help today.
[AGENT][POSITIVE] You're very welcome, [PII]. Is there anything else I can do to help you before we go?
[CUSTOMER][POSITIVE] No, that will be all for today thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] Mhm. Bye-bye, [PII].