AccountId: 011433970860
ContactId: 8e22e874-42d8-4b4d-aacf-13ca8d1f0a67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140710 ms
Total Talk Time (AGENT): 60810 ms
Total Talk Time (CUSTOMER): 46351 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/8e22e874-42d8-4b4d-aacf-13ca8d1f0a67_20250106T20:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes. My name is [PII]. I'm calling from South Miami Hospital, uh, in regards to one of our patients, uh, just calling to check for eligibility for.
[AGENT][POSITIVE] OK, I can help you with eligibility, [PII]. Can I get your callback number just in case our call gets dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Sure, uh [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh [PII], last name [PII]
[AGENT][NEUTRAL] OK. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please.
[CUSTOMER][NEUTRAL] Sure, give me one second here.
[CUSTOMER][NEUTRAL] Uh, I have here 02419388. M as in Mary, L Larry, 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, looking at this policy, this policy lapsed, it's no longer active, it lapsed on [PII], but I'm gonna look to see if there is an active policy.
[AGENT][NEUTRAL] Uh, and I do, I do see an active policy. Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 2556491.
[CUSTOMER][NEUTRAL] OK, and so that one is active.
[AGENT][NEUTRAL] Yes, this is the active one and [PII] does have, he is on the policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. That's about all. Thank you so much for your time.
[AGENT][POSITIVE] You're so very welcome, [PII] you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Bye bye.