AccountId: 011433970860
ContactId: 492b45f2-3130-42e3-8434-c3059e56bbe3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151899 ms
Total Talk Time (AGENT): 53408 ms
Total Talk Time (CUSTOMER): 37379 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/492b45f2-3130-42e3-8434-c3059e56bbe3_20250204T15:08_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Baptist Hospital of Miami. I needed to verify a patient's um maximum allowed amount per year, and if they use anything, please.
[AGENT][NEUTRAL] For inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, thank you. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the patient's policy number?
[CUSTOMER][NEUTRAL] 02300711 ML 8.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, hello? OK, I'm sorry. Um, yes, may I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] Oh, I hear you now.
[CUSTOMER][NEUTRAL] [PII] 3 [PII].
[AGENT][NEUTRAL] Thank you. Alright, um, this policy has been terminated and I did not find a new policy. Um, this one was effective from [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] OK, do you see any other active policy for the patient?
[AGENT][NEUTRAL] No, there's no other policies listed.
[CUSTOMER][NEUTRAL] OK, can I get your name and a reference number please?
[AGENT][NEUTRAL] Sure, my name is [PII]. That's [PII]. That's initial is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help have a great day.
[AGENT][POSITIVE] You're welcome. You as well, Miss [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.