AccountId: 011433970860
ContactId: 5ec59b36-85f2-4694-8bd2-58ec25321e02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197509 ms
Total Talk Time (AGENT): 98389 ms
Total Talk Time (CUSTOMER): 72365 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/5ec59b36-85f2-4694-8bd2-58ec25321e02_20250108T21:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, hello, [PII]. Um, I'm call, uh, my, my name is [PII]. I'm calling from Baptist Hospital Miami. I just needed to verify if I, uh, if a policy for a patient was active or not.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's uh 025.
[CUSTOMER][NEUTRAL] 01627. Patient's name is uh [PII].
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] Thank you. Give me one moment please while I pull that information up.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, can we verify, uh, Mr. [PII]'s address, uh date of birth first, and then address?
[CUSTOMER][NEUTRAL] Oh yeah, his date of birth is [PII] I'm sorry, that was somebody else here. His date of birth is [PII].
[AGENT][POSITIVE] Good deal. OK, and do we have an address?
[CUSTOMER][NEUTRAL] Yes, and then uh address I have is [PII].
[AGENT][POSITIVE] Wonderful, thank you. OK, yes, Mr. [PII]'s policy is active.
[CUSTOMER][NEUTRAL] OK, this policy is active?
[AGENT][NEUTRAL] It's in good standing. Excuse me.
[CUSTOMER][NEUTRAL] His policy is active currently?
[AGENT][POSITIVE] It is active. It's in good standing. Yes, sir.
[CUSTOMER][NEUTRAL] OK. And is there like a um like a number I should take down of, of like how much has been used in the policy or anything like that?
[AGENT][NEUTRAL] Now that I would have to put you through to uh our benefits department. We can't see any benefit information customer service only our claims benefits department can see that. Would you like to speak with them?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, sure, if you can transfer me over to them.
[AGENT][NEUTRAL] I can do that. Is there anything else that I can help you with before I dig?
[CUSTOMER][POSITIVE] Uh, no, that'd be it. I appreciate it.
[AGENT][POSITIVE] All right. Well, thank you for calling the EPL and [PII], you have a wonderful day. One moment, please. Thank you. You too. Bye-bye.
[CUSTOMER][POSITIVE] You too. Take care. All right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hello my [PII]. How are you, dear? This is [PII] in customer service.
[CUSTOMER][POSITIVE] I'm good, [PII], yes, how are you?
[AGENT][NEUTRAL] I'm fine, thank you, ma'am. Miss [PII], I have policy number 2501627.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I have the provider on the phone. His name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK, thank you.
[AGENT][NEUTRAL] And he just wanted, you know, I did verify the date of birth and address with him. Um, now he just wanted to make sure the policy was active or not. I did let him know it was active and then he started asking me benefit questions and I'm like going, uh, I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I can help. Thank you, [PII]. I appreciate it.
[AGENT][POSITIVE] Thank you, dear, bye.
[CUSTOMER][NEUTRAL] Bye bye.