AccountId: 011433970860
ContactId: 6c945018-775b-4bf1-ba3b-1d6bf0b0268b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113949 ms
Total Talk Time (AGENT): 38447 ms
Total Talk Time (CUSTOMER): 59446 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/6c945018-775b-4bf1-ba3b-1d6bf0b0268b_20250121T14:01_UTC.wav
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[AGENT][NEUTRAL] Hey, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Homestead Hospital registration. I'm calling to verify a patient's APO insurance.
[AGENT][NEUTRAL] OK, [PII], I can help you with verification in case this call is disconnected, may I have your call back number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, please?
[CUSTOMER][NEUTRAL] Yes, patient's policy number is 01611892 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] Thank you, and that was 01611894 ML 8?
[CUSTOMER][NEUTRAL] 892 mhm.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] Last name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I show this coverage is a meddling plan, so this coverage is secondary. I do show it's currently active effective [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, the only thing I need is your first name and initial of your last name, please.
[AGENT][NEUTRAL] It's [PII], and that's spelled [PII], last initial [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect awesome thank you so much, [PII]. You have a good rest of your day.
[AGENT][POSITIVE] You're welcome. You too. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Mm