AccountId: 011433970860
ContactId: 79afd25a-7a48-4947-a63e-04086fddb789
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120529 ms
Total Talk Time (AGENT): 57747 ms
Total Talk Time (CUSTOMER): 35235 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/79afd25a-7a48-4947-a63e-04086fddb789_20250103T14:24_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Issues with American United American, we have a website for it, OK.
[AGENT][POSITIVE] Thank you for calling APL this.
[CUSTOMER][POSITIVE] Hi, good morning.
[CUSTOMER][NEUTRAL] Hi, yes, good morning. I'm calling from, um, South Miami Hospital trying to verify benefits on the patient, please.
[AGENT][NEUTRAL] OK, I missed your first name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Spell that for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you said you're needing eligibility and benefits?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Is this in a doctor's office?
[CUSTOMER][NEUTRAL] Uh, hospital.
[AGENT][NEUTRAL] OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] I have 01149276.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] And the date of birth will be [PII].
[AGENT][POSITIVE] Thank you for that information. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so the policy number that you provided, uh, is no longer active as of [PII]. I do show another policy. Let me look at that one.
[AGENT][NEUTRAL] Uh, that policy number is 1433.
[AGENT][NEUTRAL] 016.
[AGENT][NEUTRAL] See, this policy became effective [PII]. Uh, this policy is no longer active as of [PII]. I do not show any active coverage for this patient at this time.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] All right. Anything else I can assist with today, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.