AccountId: 011433970860
ContactId: 4de5dbf0-c5a5-4b5e-b1b9-8ce21698561d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114199 ms
Total Talk Time (AGENT): 64625 ms
Total Talk Time (CUSTOMER): 29658 ms
Interruptions: 0
Overall Sentiment: AGENT=4.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/4de5dbf0-c5a5-4b5e-b1b9-8ce21698561d_20250411T12:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the University of Miami. I'm calling for a benefit, uh, information for a patient.
[AGENT][POSITIVE] OK, I'll be glad to help you and you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, [PII], go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] 019431777.
[AGENT][POSITIVE] Alright [PII], thank you for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, bring you, thank you for all that information. Now, your patience and name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Alrighty, thank you for all that information, [PII], and let's see. Looks like she is the insured on this medical supplemental plan. I do show her original effective date was [PII], but she did terminate here on [PII]. Let me see if she flipped to a different number. Let's just make sure.
[AGENT][NEUTRAL] No, she did not, so she does not have an an active uh supplemental plan here at APL at all branding.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Appreciate your help.
[AGENT][POSITIVE] Yes, ma'am. Yes ma'am. Is that all I can help you with?
[CUSTOMER][POSITIVE] Yeah, that's it. Thank you. Have a great day.
[AGENT][POSITIVE] All right. Yes, ma'am. You as well, [PII], and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.