AccountId: 011433970860
ContactId: 5332bedc-598d-4237-b22a-28aabfc271df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172100 ms
Total Talk Time (AGENT): 61186 ms
Total Talk Time (CUSTOMER): 79934 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/5332bedc-598d-4237-b22a-28aabfc271df_20250527T22:11_UTC.wav
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[CUSTOMER][NEUTRAL] What I.
[AGENT][NEUTRAL] Thank you for calling SL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with uh Doral Baptist Hospital. I had a patient here that has American Pub Life, and I just wanted to verify that the insurance is active.
[AGENT][NEUTRAL] OK, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes, 02365653 ML 7.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] But yeah.
[AGENT][NEUTRAL] Do you have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, the name is [PII]. Last name [PII], first name and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Which one, which one?
[AGENT][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, I'm showing that this policy has an effective date of [PII].
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Uh, it looks like you said.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, it looks like [PII] was dropped on [PII]. Let me see if she has any active policies with us, and no, she does not.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, that'll be it. So you said that she was dropped, she no longer has the insurance?
[AGENT][NEUTRAL] Right, it shows that she was dropped 6 days ago on [PII].
[CUSTOMER][NEUTRAL] [PII], OK, all right.
[AGENT][NEGATIVE] Right, and this is just her secondary gap policy, so she should, she should still have major medical. She just doesn't have this one anymore.
[CUSTOMER][POSITIVE] Yeah, yeah, she does OK well that's perfect all right.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you so much, bye.
[AGENT][POSITIVE] OK. Thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.