AccountId: 011433970860
ContactId: 689733ac-dcde-4f87-9c16-310f2dc0e834
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150350 ms
Total Talk Time (AGENT): 49926 ms
Total Talk Time (CUSTOMER): 48772 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/689733ac-dcde-4f87-9c16-310f2dc0e834_20250210T21:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How may I help?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Baptist Hospital of Miami. And I'm calling to verify a gap insurance plan, just need an effective date.
[AGENT][NEUTRAL] OK and your name, did you say your name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that you're checking claim status?
[CUSTOMER][NEUTRAL] No, just eligibility.
[AGENT][NEUTRAL] Eligibility, OK, what's the policy number?
[CUSTOMER][NEUTRAL] 022129.
[CUSTOMER][NEUTRAL] 28
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, we're just checking effective dating if the policy is active.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so the policy effective date?
[AGENT][NEUTRAL] It's [PII] and let me get to the other screen and I can tell you if it's active it's still active at this time.
[CUSTOMER][POSITIVE] Perfect. Thank you. And can I have your name one more time, please, and the first letter to your last?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII] First initial last name is [PII].
[CUSTOMER][POSITIVE] Perfect. OK, [PII]. Thank you very much and you have a great day.
[AGENT][POSITIVE] Oh you're welcome. You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] by [PII].
[CUSTOMER][NEUTRAL] Bye bye.