AccountId: 011433970860
ContactId: 3c160cc0-c072-4eb2-afe2-74faad5fc431
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101580 ms
Total Talk Time (AGENT): 58849 ms
Total Talk Time (CUSTOMER): 27223 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/3c160cc0-c072-4eb2-afe2-74faad5fc431_20250624T15:24_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Baptist Hospital of Miami. I just wanted to confirm that the patient's policy is active.
[AGENT][NEUTRAL] All right, you, uh, and I'm sorry, I did not catch your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] [PII]. Alrighty, thank you for that and go ahead [PII] with that policy number, please, ma'am.
[CUSTOMER][NEUTRAL] Yes, it is 2502546.
[AGENT][NEUTRAL] Alrighty thank you for that information. Now while I'm pulling this up here, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] All righty. Thank you for all that information. Now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] The patient's name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for all that information here. It looks like Myrta is the dependent on this medical supplemental plan. I do show her original effective date is [PII] patient is current and active as of today, but of course I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you were just checking eligibility. You don't need any benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All [PII]. Was there anything else I can help answer for you?
[CUSTOMER][POSITIVE] That'll be all. Thank you so much and have a good day.
[AGENT][POSITIVE] You as well, and thanks for calling APL Sierra. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.