AccountId: 011433970860
ContactId: 4c643140-7754-4a78-913a-4bc29130299f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115279 ms
Total Talk Time (AGENT): 47197 ms
Total Talk Time (CUSTOMER): 52300 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/4c643140-7754-4a78-913a-4bc29130299f_20250129T15:28_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from West Kendall Hospital. I am calling on behalf of a patient. I'm trying to obtain a patient effective date to verify if the patient is active with you guys.
[AGENT][NEUTRAL] OK, I can help you with effective date information and sorry, in case this call is disconnected, may I have your callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, [PII] direct extent.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, um, policy number is.
[CUSTOMER][NEUTRAL] 02277729 M as in Mary, L as in Lima, number 7.
[AGENT][NEUTRAL] Thank you, and that was 02277729 ML 7.
[CUSTOMER][NEUTRAL] Yeah, mhm, yes.
[AGENT][NEUTRAL] Thank you. And may I have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I show the coverage was effective [PII]. It turned 101 of 24. But let me check to make sure there's not any other coverage. I do not show any other coverage, so this policy did turn 101 of 24.
[CUSTOMER][NEUTRAL] 10 1.
[CUSTOMER][NEUTRAL] The 24. OK, and OK, that will be all for me and I'm sorry, I didn't catch your name. What was your first name again?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. And can I have a call reference number?
[AGENT][NEUTRAL] It'll be just my name in today's date. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, well thanks for calling APO you have a good day.
[CUSTOMER][NEUTRAL] Mhm.