AccountId: 011433970860
ContactId: 3d6ef397-139d-4979-8d8c-1949adc173fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94819 ms
Total Talk Time (AGENT): 30332 ms
Total Talk Time (CUSTOMER): 46121 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3d6ef397-139d-4979-8d8c-1949adc173fc_20250609T16:56_UTC.wav
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[AGENT][NEUTRAL] May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon. I'm sorry, I missed your name. It cut out.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling on behalf of South Miami Hospital. I'd like to verify for an effective date on a policy, please.
[AGENT][NEUTRAL] OK, uh, what is that policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is 01809954 from [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It is [PII]. It's a direct.
[AGENT][NEUTRAL] OK. And verify the patient's date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] November
[CUSTOMER][NEUTRAL] And um is there a group name on the policy? I see that they didn't put that when she came in.
[AGENT][NEUTRAL] Uh, Terabank, [PII]
[CUSTOMER][POSITIVE] Perfect. Alright, great, and you don't have any call reference number, so it's your name and today's date, correct?
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][POSITIVE] All right, great. Well, thank you very much for the information. I appreciate your time and I hope you have a great day.
[AGENT][POSITIVE] All right, you too, Ms. [PII]. Thanks for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.