AccountId: 011433970860
ContactId: 4a7fa8b2-7c4f-4fbb-b86b-cd723993fb7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146479 ms
Total Talk Time (AGENT): 49511 ms
Total Talk Time (CUSTOMER): 54230 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/4a7fa8b2-7c4f-4fbb-b86b-cd723993fb7d_20250228T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII] I'm calling on behalf of that, I'm sorry, South Miami Hospital to verify patients eligibility and start date.
[AGENT][NEUTRAL] OK, I'll help you with eligibility and effective date, Ms. [PII]. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] [PII], date of birth [PII] and policy 01531262 M as in Mary, L as in Larry, the number 8.
[AGENT][POSITIVE] OK, thank you very much. Let me look that up real quick.
[AGENT][NEUTRAL] I know that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] And is she the primary subscriber on the policy?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm sorry, is she the primary subscriber on the policy?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. OK. And that should be it. May I just get the spelling of your first name and first initial of your last name, please?
[AGENT][NEUTRAL] Yes, you can use um my name is [PII] last initial is [PII]
[AGENT][NEUTRAL] And your call reference will be my name in today's date.
[CUSTOMER][POSITIVE] OK, perfect. Well, thank you so much. I appreciate your help. I hope you enjoy the rest of your day and have a wonderful weekend.
[AGENT][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Have a blessed weekend too and thanks for an APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you so much bye bye.