AccountId: 011433970860
ContactId: 5c422d85-5630-44b4-b347-0c88e018fcd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85900 ms
Total Talk Time (AGENT): 37478 ms
Total Talk Time (CUSTOMER): 36437 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/5c422d85-5630-44b4-b347-0c88e018fcd8_20250303T23:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from South Miami Hospital. I'm calling to verify benefits on the patient.
[AGENT][POSITIVE] Sure, I can take benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 1435492, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. And then uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for vering out that. So the policy you gave me, uh, terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] OK, they do not. This was the last policy they had with us.
[CUSTOMER][POSITIVE] OK, no problem, thank you so much.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's you've been very helpful. Thank you.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you, bye bye.