AccountId: 011433970860
ContactId: 52675ac4-51f9-4ad4-b69f-33473ee68b2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124949 ms
Total Talk Time (AGENT): 41364 ms
Total Talk Time (CUSTOMER): 37156 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/52675ac4-51f9-4ad4-b69f-33473ee68b2e_20250227T21:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, yes, I'm calling from Baptist Hospital Miami. My name is [PII] and I'm just calling to see what patients currently active with you guys.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, [PII]
[AGENT][NEUTRAL] OK, thank you. And what's that policy number, please?
[CUSTOMER][NEUTRAL] 2502546.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] And uh how much have they used from the policy for an outpatient facility?
[AGENT][NEUTRAL] Uh, I see.
[AGENT][NEUTRAL] Hm. Well, so far I don't show the patient has used any of their benefits, so as of right now it is available.
[CUSTOMER][NEUTRAL] Uh, OK, how much has, uh.
[CUSTOMER][NEUTRAL] Uh, what's your name? My bad.
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII]
[CUSTOMER][POSITIVE] All righty. Thank you. Have a great day.
[AGENT][NEUTRAL] Oh, you too.
[AGENT][POSITIVE] Thanks for calling [PII].
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Bye.