AccountId: 011433970860
ContactId: 5939dfd9-11da-4adc-9dcd-731d125c0877
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85419 ms
Total Talk Time (AGENT): 41402 ms
Total Talk Time (CUSTOMER): 27467 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/5939dfd9-11da-4adc-9dcd-731d125c0877_20250505T16:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Hospital of Miami calling just to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 1473227 ML 7
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] OK, perfect. And how do you spell your name?
[AGENT][NEUTRAL] My name is [PII]'s [PII].
[CUSTOMER][POSITIVE] OK, thank you so much I really appreciate it.
[AGENT][NEUTRAL] Or anything else?
[AGENT][POSITIVE] You're welcome, Ms. [PII] and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank