AccountId: 011433970860
ContactId: 474270c5-147c-49bd-9642-09263c2ef8d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153750 ms
Total Talk Time (AGENT): 48621 ms
Total Talk Time (CUSTOMER): 77517 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/474270c5-147c-49bd-9642-09263c2ef8d5_20250527T18:35_UTC.wav
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[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. Uh hello?
[AGENT][POSITIVE] Good afternoon
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, are you able to hear me?
[CUSTOMER][NEGATIVE] I'm sorry, the, the line is very muffled.
[AGENT][NEUTRAL] This is Silo, thanks for calling ATM. How can I assist you?
[CUSTOMER][NEUTRAL] Oh hey, I'm sorry, my name is [PII]. I'm calling from the Nichols Ses Hospital, Miami Lakes outpatient Center.
[CUSTOMER][NEUTRAL] Uh, we have one of your patients here for the urgent for the urgent care service. I'm just trying to verify the gap insurance that they have.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] Yes, the callback number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Policy number to call to verify.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Could you verify the policy number?
[CUSTOMER][NEUTRAL] The other, yes, the policy number policy number is gonna be 016.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] 596.
[CUSTOMER][NEUTRAL] Uh sorry, I I got lost 001659601.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Thank you. Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient's first name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] You're calling to verify outpatient benefits. This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So it's been active it it's you said active, right?
[AGENT][NEUTRAL] Yes, we have $7900 per calendar year for outpatient service.
[CUSTOMER][POSITIVE] Perfect. Does that also apply for urgent care, do you know?
[AGENT][NEUTRAL] This is
[AGENT][NEUTRAL] of the policy.
[AGENT][NEUTRAL] We have not utilized any other benefits for [PII].
[CUSTOMER][NEUTRAL] I'm, I'm
[CUSTOMER][POSITIVE] Perfect thank you so much. What did you say your name was sorry?
[AGENT][NEUTRAL] [PII] and today's date.
[CUSTOMER][POSITIVE] And today this is perfect. And sorry, what is the first uh letter of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help, [PII]. You have a great day.
[AGENT][NEUTRAL] S
[CUSTOMER][NEUTRAL] Bye bye.