AccountId: 011433970860
ContactId: 4ed4824a-56b7-475f-b6c1-03cf4d993a54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119639 ms
Total Talk Time (AGENT): 59550 ms
Total Talk Time (CUSTOMER): 37182 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/4ed4824a-56b7-475f-b6c1-03cf4d993a54_20250221T16:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Memorial Regional Hospital for verification, please.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with verification, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Sure, policy number is 02595867M as in Mary L as in Larry the 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I can help you with that eligibility for Phoebe. I'm showing the policy is active. Effective date is [PII]. This is a secondary policy to her primary insurance. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that would be it. I'm sorry, what did you say your name is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right. And is there a group, a group name?
[AGENT][NEUTRAL] Yes ma'am, that group name is.
[AGENT][NEUTRAL] Avanguard and guard is G A R D E Academy of Broward.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] It's been my pleasure to assist you with the eligibility. Anything else?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] [PII], thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.