AccountId: 011433970860
ContactId: 42984ff9-00e4-42d9-95ec-4da04126525e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220800 ms
Total Talk Time (AGENT): 59256 ms
Total Talk Time (CUSTOMER): 111561 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/42984ff9-00e4-42d9-95ec-4da04126525e_20250623T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, you said [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] So funny
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII]. I'm calling from South Miami Hospital. Can I have the initial of your last name?
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] OK, mine is [PII] I'm good. I need to know if this patient is still active with you guys?
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] 01982121 ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I think I may have typed the number wrong. Will you give that to me one more time if you don't mind?
[CUSTOMER][NEUTRAL] 01982121 ML 8.
[AGENT][NEUTRAL] OK, and the patient's name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I don't have that name under this policy. What, um, let me look it up by her name. Hold on just a second.
[AGENT][NEUTRAL] Um, can you spell the last name?
[CUSTOMER][NEUTRAL] Let me check and see if she is spelled separately. Hold on.
[CUSTOMER][NEUTRAL] I have patience.
[CUSTOMER][NEUTRAL] Oh, great. Now she says [PII], wait a minute, what am I saying? No, wait.
[CUSTOMER][NEUTRAL] One patient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], my apologies. Jeez, I don't even know what I'm doing anymore.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] OK, I'm sorry, can you, I understand. um, can I have that number?
[CUSTOMER][NEUTRAL] Been a crazy day.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The number 01982121 ML18 ML 8.
[AGENT][NEUTRAL] Yeah, 198
[AGENT][NEUTRAL] OK, and [PII], and then what was the birthday?
[CUSTOMER][NEUTRAL] Yes. Birthday is [PII]. I'm sorry.
[AGENT][POSITIVE] OK, perfect. No worries.
[AGENT][NEUTRAL] Uh, let's see, we've got her effective [PII]. She's active.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], and she's still active?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh, I'm glad I called.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right, I will be billing your claim.
[AGENT][NEUTRAL] OK, anything else I can help with?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling API.
[CUSTOMER][POSITIVE] No, I just need to make sure that OK perfect thank you.
[AGENT][POSITIVE] Thank you. Have a great day.
[CUSTOMER][NEUTRAL] Her benefits are not exhausted, are they?
[AGENT][NEUTRAL] Are not what?
[CUSTOMER][NEUTRAL] Her, her benefits, are they exhausted or not?
[AGENT][NEGATIVE] Oh, exhausted. Uh, nope, she's not used anything for 2025.
[CUSTOMER][POSITIVE] Perfect. All right. Thank you so much. Have a good day.
[AGENT][POSITIVE] Thanks for calling APL. You too.
[CUSTOMER][NEUTRAL] Bye-bye.