AccountId: 011433970860
ContactId: 85309259-315d-4345-b99c-cadcb86c16a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132149 ms
Total Talk Time (AGENT): 44758 ms
Total Talk Time (CUSTOMER): 63996 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/85309259-315d-4345-b99c-cadcb86c16a8_20250422T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] You?
[CUSTOMER][NEUTRAL] Hi, [PII]. Hi, [PII]. My name is [PII] calling from Baptist Hospital of Miami, and I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Um, can I please get the patient's name, date of birth, and policy number, sir?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Last name spelled [PII]
[CUSTOMER][NEUTRAL] The date of birth
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the policy number that I have is 02443496ML8.
[AGENT][NEUTRAL] Thank you, sir. And then [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, sir. All right, let me look up this patient real quick.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy, and the effective date of the policy for him is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Well, thank you very much. That was all I needed.
[AGENT][POSITIVE] OK, well, thank you very much for calling APL [PII]. I hope you have a wonderful week.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][POSITIVE] Same to you. Thank you.
[AGENT][NEUTRAL] Mm bye bye, sir.
[CUSTOMER][NEUTRAL] Bye bye.