AccountId: 011433970860
ContactId: 7ed48b15-c898-40ed-9cf9-46830ca1a924
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135000 ms
Total Talk Time (AGENT): 55989 ms
Total Talk Time (CUSTOMER): 66776 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/7ed48b15-c898-40ed-9cf9-46830ca1a924_20250220T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from the Miami Cancer Baptist. How you doing today?
[AGENT][POSITIVE] I'm doing well [PII] how are you?
[CUSTOMER][NEUTRAL] I'm doing well as well, thanks for asking. Um, I'm calling to check eligibility benefits of a mutual patient, if the policy is active, and how much will it cover us again.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Of course, yeah, I could check out eligibility benefits for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes. Uh, callback will be [PII].
[CUSTOMER][NEUTRAL] With extension [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number I have 12.
[CUSTOMER][NEUTRAL] 33
[CUSTOMER][NEUTRAL] 686 the letter ML and the number 8.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yes, for the patient will be [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][POSITIVE] OK, thank you. If you need anything else, let me know. I think I might be able to provide a social if that helps.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Um, no, that's OK. Um, uh, once I have it pulled up I'm able to see other policies they have, um, and this was the last policy she had with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK, OK.
[CUSTOMER][NEUTRAL] Alrighty then, so I guess you only have uh the primary insurance now. Uh, perfect. All right, is there a confirmation for this call by any chance a reference number?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled K A R A. Last initial is A. Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that will be all. Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] Alright, of course, thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Have a good one.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.