AccountId: 011433970860
ContactId: 753385ed-da8a-4500-8176-8a58527a6aa8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85089 ms
Total Talk Time (AGENT): 34349 ms
Total Talk Time (CUSTOMER): 41289 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/753385ed-da8a-4500-8176-8a58527a6aa8_20250307T22:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good evening, [PII]. My name's [PII]. I'm calling from Baptist Hospital of Miami. Um, I just wanted to verify eligibility for a patient here.
[AGENT][NEUTRAL] All right, [PII], I'm happy to verify eligibility for you. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 1122925.
[AGENT][POSITIVE] Thank you, [PII]. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth [PII], 0, I can't say that, [PII], that is a little small.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 223 1960 sorry about that.
[AGENT][NEUTRAL] Thank you so, no, that's OK. Thank you so much. So patient plan is active. The effective date is [PII]. Uh, we're the secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, no that's perfect.
[CUSTOMER][POSITIVE] Thank you so much alright.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.