AccountId: 011433970860
ContactId: 607b452e-e9c5-4e92-bd7a-95cc66f0f14d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166639 ms
Total Talk Time (AGENT): 76366 ms
Total Talk Time (CUSTOMER): 51340 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/607b452e-e9c5-4e92-bd7a-95cc66f0f14d_20250411T20:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon sir. My name is [PII]. I'm calling to verify the insurance for one of my patients.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient me. Can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][POSITIVE] Thank you very much. And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] South Miami Hospital.
[AGENT][NEUTRAL] OK. And may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Yes, the first name is [PII], the last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 0161-7944.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you very much. Let me look that policy up for us real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for Ms. [PII] is no longer active. The policy did terminate on [PII].
[AGENT][NEUTRAL] But I'm checking to see if there is an uh active policy.
[AGENT][NEUTRAL] Are you, and we do have an active policy, but let me give you that policy number.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Uh, the policy number is 25573002.
[AGENT][NEUTRAL] And the policy effective date is [PII].
[CUSTOMER][NEUTRAL] Perfect and just to verify it is 255-73002.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Perfect. I greatly appreciate your help today, [PII]. May I please have the call reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII] in today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh no, that will be all for today. Thank you.
[AGENT][POSITIVE] You're welcome have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you have a great weekend.
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.