AccountId: 011433970860
ContactId: 74d9c110-63db-4cdd-8c81-594e894115e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89379 ms
Total Talk Time (AGENT): 35471 ms
Total Talk Time (CUSTOMER): 39507 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/74d9c110-63db-4cdd-8c81-594e894115e7_20250319T20:27_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] I did it, did it come with that.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from South Miami Hospital. I needed to verify um the effective date for patient's plan.
[AGENT][NEUTRAL] OK, I can confirm the effective date for you. May I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the plan um ID number is 02291417 M as in Mike L as in Larry 7.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, the first name is [PII] and the last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Alright, perfect. Can I have a call reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much you have a good day.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.