AccountId: 011433970860
ContactId: 3ee19d0b-b734-4c84-a6e8-f3b1ffe64d34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164490 ms
Total Talk Time (AGENT): 60712 ms
Total Talk Time (CUSTOMER): 93403 ms
Interruptions: 5
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/3ee19d0b-b734-4c84-a6e8-f3b1ffe64d34_20250604T16:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling AP. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Rapids Health South Florida with the registration department. I'm just calling to verify my patient's eligibility for emergency services.
[AGENT][POSITIVE] OK, and I do apologize. May I have your name again?
[CUSTOMER][NEUTRAL] Yes my name is [PII].
[AGENT][NEUTRAL] OK, and if you could spell that for me as well.
[CUSTOMER][NEUTRAL] Sorry, what did you say?
[AGENT][POSITIVE] Can you spell your name for me? I'm so sorry.
[CUSTOMER][NEUTRAL] Hello? Yes, that's OK. [PII] [PII].
[AGENT][NEUTRAL] Thank you and what is your callback number if disconnected?
[AGENT][POSITIVE] Thank you so much. And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 02636923 the letter M as in Mary, L as in Larry 8.
[CUSTOMER][NEUTRAL] Is there one.
[AGENT][NEUTRAL] OK, thank you very much. And let me just re-verify that information. I have that policy number as 02636923ML88.
[CUSTOMER][NEUTRAL] Let me just.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure. First name is [PII]. Last name [PII], [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII] I'm sorry [PII].
[AGENT][POSITIVE] OK, thank you so much for that verification and you're calling to verify eligibility I can assist you with that. Would you need benefits as well for the member?
[CUSTOMER][POSITIVE] Just the eligibility is fine.
[AGENT][NEUTRAL] OK, thank you, and the member shows effective as of [PII], and this policy currently shows active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII].
[AGENT][POSITIVE] You're welcome and thank you so much for calling APL Isabella. Have a great day.
[CUSTOMER][NEUTRAL] Do you have a reference number? OK, thank you, you too.
[AGENT][NEUTRAL] Uh, no, but please use my name and today's date. You're welcome.
[CUSTOMER][POSITIVE] OK perfect thank you bye bye.