AccountId: 011433970860
ContactId: 8c13f27a-a8e1-4623-ac35-75c6ee8b1def
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90980 ms
Total Talk Time (AGENT): 26228 ms
Total Talk Time (CUSTOMER): 39398 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/8c13f27a-a8e1-4623-ac35-75c6ee8b1def_20250402T18:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from South Miami Hospital in regards to a patient's insurance. I just need to verify if she's active.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and a good call back number is [PII].
[AGENT][NEUTRAL] OK, [PII], do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I'm sorry? Oh yes, the policy number, um, it is 2508097ML7.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII], and her name is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I show this policy is effective [PII] and that's currently active.
[CUSTOMER][NEUTRAL] 71.
[CUSTOMER][NEUTRAL] [PII] you said?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh OK perfect. Alrighty, thank you. What was your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and your last name initial?
[AGENT][NEUTRAL] Uh, last, uh, first initial last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much have a great day.
[AGENT][POSITIVE] Thanks for calling APL you as well.