AccountId: 011433970860
ContactId: 55f2e243-8d5f-4ab7-a145-5b736aa99999
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65540 ms
Total Talk Time (AGENT): 26319 ms
Total Talk Time (CUSTOMER): 25539 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/55f2e243-8d5f-4ab7-a145-5b736aa99999_20250407T15:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, yes, uh, I'm calling from Baptist Hospital Miami. My name is [PII]. I'm just calling to see if a patient is currently active with you guys.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 02166977
[AGENT][NEUTRAL] OK, let me pull this up and do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yeah, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. So it looks like the member's plan has terminated as of [PII]. No other active coverage.
[CUSTOMER][POSITIVE] Oh, OK, alrighty then, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.