AccountId: 011433970860
ContactId: 3d59d5be-23b3-43d9-aca4-e4cd77b28f8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118099 ms
Total Talk Time (AGENT): 55339 ms
Total Talk Time (CUSTOMER): 50234 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/3d59d5be-23b3-43d9-aca4-e4cd77b28f8c_20250319T19:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for um eligibility on a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the eligibility. Can I please get your callback number?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from Miami OBGYN Doctor [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, the name is [PII] The last name is [PII]
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number that I have is 02219012 M as in Mary, L as in Larry number 8.
[AGENT][NEUTRAL] OK, let me go ahead and pull that policy up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy terminated on [PII], but I'm checking to see if she does have anything active with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] No, and she does not, ma'am. There are no active policies with us at this time.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK perfect thank you very much thank you for checking.
[AGENT][POSITIVE] You're very welcome. You're very welcome. Is there anything else, Ms. [PII], I can help you with before we go? OK, you have a
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] That was all. Thank you so much. Have a nice afternoon.
[AGENT][POSITIVE] You have a nice afternoon too and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mm OK bye bye.
[AGENT][NEUTRAL] Bye bye.