AccountId: 011433970860
ContactId: 56915720-50bc-472d-a74e-23b0833b31d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122169 ms
Total Talk Time (AGENT): 38870 ms
Total Talk Time (CUSTOMER): 59801 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/56915720-50bc-472d-a74e-23b0833b31d9_20250317T15:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I'm [PII] calling from Homestead Hospital, um, registration department. I'm calling to confirm a business, um,
[CUSTOMER][NEUTRAL] I see if it's active.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 017 1189989 ML 8.
[AGENT][NEUTRAL] 11989.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Is her last name is [PII]. No, her first name is [PII]. Her last name is spelled [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] [PII]? OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much for your help, ma'am.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be all for today.
[AGENT][POSITIVE] Alright well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you, you're welcome bye bye.
[CUSTOMER][NEUTRAL] Yeah.