AccountId: 011433970860
ContactId: 7ac533a6-5daa-42c8-bf98-4f70f06ab0f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122500 ms
Total Talk Time (AGENT): 41903 ms
Total Talk Time (CUSTOMER): 44699 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/7ac533a6-5daa-42c8-bf98-4f70f06ab0f4_20250311T17:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm trying to verify if a patient's um American Pub Life is active.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility of a patient. Can I please get your name, your, I'm sorry, your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] South Miami Hospital.
[CUSTOMER][NEUTRAL] And the phone number will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So the name is [PII].
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number that I have is 02501823.
[CUSTOMER][NEUTRAL] M as in mom, L as in Larry, and the number 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] All right. Awesome. Thank you.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] All right. You take care, [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Bye-bye. You too.
[AGENT][NEUTRAL] Bye-bye.