AccountId: 011433970860
ContactId: 7b0222eb-9349-4f5a-9e77-409d393e081d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71019 ms
Total Talk Time (AGENT): 36102 ms
Total Talk Time (CUSTOMER): 29297 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/7b0222eb-9349-4f5a-9e77-409d393e081d_20250131T19:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Baptist Hospital Miami calling trying to check eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] direct line.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 02255757 letter M as in Mike L as in Larry number 8.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, his name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you, Ms. [PII]. All right, you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you. You have a lovely evening and weekend.
[AGENT][POSITIVE] Thank you. You as well, Ms. [PII], and thank you for calling APL. You too. Bye-bye.
[CUSTOMER][POSITIVE] Take care.