AccountId: 011433970860
ContactId: 7fee127d-95dc-4d50-b46e-7275dc9880c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119120 ms
Total Talk Time (AGENT): 51786 ms
Total Talk Time (CUSTOMER): 46147 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/7fee127d-95dc-4d50-b46e-7275dc9880c2_20250411T14:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, good morning. Uh, my name is [PII]. I'm calling from uh South Miami Hospital. I just need to get an effective date on the policy.
[AGENT][POSITIVE] Sure, I can assist you with the eligibility Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, sure. It's [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I have it as 02064066.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you, Miss [PII]. All right, and you say you need an effective date. We have [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Correct, yes, thank you. Um, I just need the, um, I have a group number of 24882. Is that correct?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, let me check on that.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, perfect. And one last thing, I'm so sorry I didn't catch your name. I think that the phone got cut off in the middle of it.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] It's OK, no problem. My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] [PII]. OK, perfect. All right, thank you very much. So.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day. Happy weekend, Miss [PII].
[CUSTOMER][POSITIVE] You too. Happy weekend too. Bye-bye.
[AGENT][POSITIVE] Thank you. Thank you.