AccountId: 011433970860
ContactId: 40c313f3-0922-4736-8ada-35ebb047ae85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136210 ms
Total Talk Time (AGENT): 45228 ms
Total Talk Time (CUSTOMER): 88605 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/40c313f3-0922-4736-8ada-35ebb047ae85_20250623T22:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII], good evening. This is [PII] calling from Homestead Hospital Baptist. Um, my patient, uh, came in through emergency department. I just want to know if his APL is currently active, if it's valid.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] My name is [PII] by the way.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, and your name, ma'am what would it be? [PII], correct?
[AGENT][NEUTRAL] And do you have a phone number?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Perfect. OK, [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get?
[CUSTOMER][NEUTRAL] Of mine or the patients?
[AGENT][NEUTRAL] Years
[CUSTOMER][NEUTRAL] OK, I have [PII].
[AGENT][NEUTRAL] Thank you. And do you have their policy number?
[CUSTOMER][NEUTRAL] I do. I'm going to provide the outpatient benefit number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have 01935544ML8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] His first name is [PII], last name [PII].
[AGENT][NEUTRAL] And can I verify his date of birth?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Date of birth I have to be [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] What.
[AGENT][NEUTRAL] And you were needing benefits or wanting to know if the policy was active?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. And the effective date was [PII]. The policy is active.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alrighty perfect thank you so much [PII] for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, no, that'll be everything.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.