AccountId: 011433970860
ContactId: 8f018e92-8d28-4377-9151-b599d4a48057
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118800 ms
Total Talk Time (AGENT): 44321 ms
Total Talk Time (CUSTOMER): 43241 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/8f018e92-8d28-4377-9151-b599d4a48057_20250319T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] calling you from the provider's office to check on members eligibility. Would you please help me with that?
[AGENT][POSITIVE] Yes I can help you with eligibility [PII] can I please get your call back number sir just in case the call is dropped.
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you sir and then what is the name of the facility you're calling from?
[AGENT][NEUTRAL] Hello [PII], what's the name of the what is the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] providers offer is
[CUSTOMER][NEUTRAL] Baptist Hospital of MIA.
[AGENT][POSITIVE] OK, thank you so much. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII] and the there is the, the policy ID is T Tango C Charlie 5180015.
[AGENT][NEUTRAL] OK, that's not our policy number. Do you see another number?
[CUSTOMER][NEUTRAL] Uh no, this is the number I have.
[CUSTOMER][NEUTRAL] Is this for Trans America, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][NEUTRAL] Oh, so sorry, sorry, sorry, sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you for assisting. Sorry for apologize, apologize.
[AGENT][POSITIVE] OK, well you have a good day, [PII], and thanks for calling APL.