AccountId: 011433970860
ContactId: 445db34d-9651-4efe-ac67-0bc799881030
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226970 ms
Total Talk Time (AGENT): 76470 ms
Total Talk Time (CUSTOMER): 64801 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/445db34d-9651-4efe-ac67-0bc799881030_20250404T22:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. My name is [PII] from South Miami Hospital, and I'm just trying to validate, uh, the like the gap insurance for a patient of ours.
[AGENT][NEUTRAL] OK, I can help you um with the eligibility of a patient. And can you please spell your name for me?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] And what is your call back number sir just in case.
[AGENT][NEUTRAL] I it
[CUSTOMER][POSITIVE] Absolutely, absolutely. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the name of the facility you're calling from, sir?
[CUSTOMER][NEUTRAL] South Miay Hospital.
[AGENT][NEUTRAL] OK. And may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Absolutely. Patient's name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] OK. And then the policy number, I have it as 01975798.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] It'll be just a second.
[AGENT][NEUTRAL] OK, and it's for [PII], is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, looking at this policy.
[AGENT][NEUTRAL] I do see that the policy lapsed on [PII].
[AGENT][NEUTRAL] Let me check to see if she has an active policy though.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She does. Let me give you that policy number.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Alright, give me one moment, sorry.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] Sorry, just give me one moment. I apologize.
[AGENT][NEUTRAL] Yes, sir. No, that's fine.
[CUSTOMER][POSITIVE] I appreciate it. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, and with the new policy?
[AGENT][NEUTRAL] 231.
[AGENT][NEUTRAL] 783 4.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, just gonna repeat it back to you. 231-783-4.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes sir, and the effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And this
[CUSTOMER][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] Um, is that all you needed was just eligibility, sir?
[CUSTOMER][POSITIVE] Yes, yes, this is just good for the, for the copays.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And portion of deductible correct?
[AGENT][POSITIVE] Right, that's correct.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, is there anything else I can help you with, Cesar, before we go?
[CUSTOMER][NEUTRAL] All right, so then
[CUSTOMER][POSITIVE] No, no, no, that's it. That'll be all. Thank you so very much for your help. I really appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful weekend. Thanks for calling ATL.
[CUSTOMER][NEUTRAL] All right then. Bye-bye.
[CUSTOMER][NEUTRAL] You, you do the same. Bye bye.
[AGENT][NEUTRAL] Bye-bye, sir.