AccountId: 011433970860
ContactId: 37bc8aee-f5ac-429a-935d-85424c415916
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74120 ms
Total Talk Time (AGENT): 25521 ms
Total Talk Time (CUSTOMER): 28238 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/37bc8aee-f5ac-429a-935d-85424c415916_20250430T14:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Hospital of Miami. I just wanted to confirm if this patient is active.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 1359173.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show this policy lapsed [PII].
[CUSTOMER][NEUTRAL] OK, and it terminated already, the, the policy?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] That will be all thank you and have a good day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.