AccountId: 011433970860
ContactId: 78ded370-bd51-49a9-9edc-87ad138fe0af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107339 ms
Total Talk Time (AGENT): 43657 ms
Total Talk Time (CUSTOMER): 45568 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/78ded370-bd51-49a9-9edc-87ad138fe0af_20250225T21:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Nicholas Children's Miami Lakes. I had one of your patients come in today for urgent care visit, and I wanted to see if their insurance is active.
[AGENT][NEUTRAL] OK, I can give you eligibility on the patient. Um, Ms. [PII], can I please get your callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Their first name is [PII], last name [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And their policy number is.
[CUSTOMER][NEUTRAL] Sorry 14237.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 46 M08.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does still have an active policy and the effective date of the policy is [PII].
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] You're so welcome, Ms. [PII]. I hope you have a wonderful rest of your day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, can I get a name and a reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name which is [PII] and today's date.
[CUSTOMER][POSITIVE] In city state thank you so much [PII].
[AGENT][POSITIVE] You're very welcome. You have a good day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you. Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bye.