AccountId: 011433970860
ContactId: 411f4925-ce1a-413d-a8a9-a07a6e8cd4c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88519 ms
Total Talk Time (AGENT): 45375 ms
Total Talk Time (CUSTOMER): 27028 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/411f4925-ce1a-413d-a8a9-a07a6e8cd4c9_20250218T20:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from providers facility to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility. May I have a callback number just in case we get disconnected and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII] South Miami Hospital.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, 02585152.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you, Mr. [PII], and we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK, perfect. Can I just get you the spelling of your name and the call reference number for the call?
[AGENT][NEUTRAL] Mm, sure. My name is [PII]. That's [PII], last initial [PII], and we don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK perfect thank you very much so I hope you have a great day.
[AGENT][POSITIVE] You're welcome. You as well and thank you for calling APL. Bye bye, Mrs.
[CUSTOMER][NEUTRAL] Bye bye.