AccountId: 011433970860
ContactId: 7732b365-7df2-4985-9977-d67afa675fd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150800 ms
Total Talk Time (AGENT): 58129 ms
Total Talk Time (CUSTOMER): 55751 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/7732b365-7df2-4985-9977-d67afa675fd1_20250327T20:16_UTC.wav
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[CUSTOMER][NEUTRAL] the.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] I'm calling from the provider's office to check eligibility. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you with eligibility and you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII]. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]. It is a direct line?
[AGENT][NEUTRAL] And the name of the facility you're calling from, ma'am?
[CUSTOMER][NEUTRAL] G like girl.
[AGENT][NEUTRAL] The, that's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It is Baptist Hospital of Miami, [PII].
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient name is [PII]
[CUSTOMER][NEUTRAL] The last name is [PII] Date of birth, [PII].
[AGENT][NEUTRAL] And then the policy number, please?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] 1449506 ML 5.
[AGENT][NEUTRAL] OK, Ms. [PII], let me pull that policy up for us real quick.
[AGENT][NEUTRAL] All right, I do show that this policy is no longer active. The policy terminated.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] And there are no
[CUSTOMER][NEUTRAL] May I know the effective date?
[AGENT][NEUTRAL] The effective date was [PII].
[CUSTOMER][NEUTRAL] OK. Could you please spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] But the last name?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK, may I call reference number?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you for your help. Have a great day. Bye.
[AGENT][POSITIVE] You, you too, Miss [PII]. There there's nothing else I can help you with before we go?
[CUSTOMER][NEUTRAL] No.