AccountId: 011433970860
ContactId: 6b283ad9-a7f7-4f0f-a4d7-99d8c27a9ae3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124180 ms
Total Talk Time (AGENT): 33217 ms
Total Talk Time (CUSTOMER): 99702 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/6b283ad9-a7f7-4f0f-a4d7-99d8c27a9ae3_20250404T15:00_UTC.wav
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[AGENT][NEUTRAL] APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] On arrivals [PII].
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm with Baptist Health South Florida. I'm a provider calling for my patient in the ED right now just to verify that their insurance is active. [PII].
[AGENT][NEUTRAL] What was your name?
[AGENT][NEUTRAL] [PII], what is the callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And for the policy number 02308273 and ML8.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you, [PII]. What is this member's name and date of birth?
[CUSTOMER][NEUTRAL] Uh the first name [PII], and for the last name, they have two last names. Uh the first one is [PII], and the second is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, you're calling to verify benefits and eligibility for what places are what eligibility the policy has been active?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I told you already that let me tell her about this, um, the topic I.
[AGENT][NEUTRAL] This [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah, I just wanna make sure it was active because they asked on behalf to verify.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[AGENT][POSITIVE] Good morning
[CUSTOMER][NEUTRAL] Uh, that's it, but, uh, what's your first name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, did you know the name of?
[CUSTOMER][NEUTRAL] Sorry, I'm still here.
[CUSTOMER][POSITIVE] Thank you [PII] that's everything I need for her registration and financial services. I hope you have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL you have a great one as well.
[CUSTOMER][POSITIVE] Correct, you agree that this.