AccountId: 011433970860
ContactId: 93163233-54ef-4b5d-b4b1-ba900f85eeef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79260 ms
Total Talk Time (AGENT): 24634 ms
Total Talk Time (CUSTOMER): 31001 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/93163233-54ef-4b5d-b4b1-ba900f85eeef_20250530T17:30_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, how are you? I just need to check um the patient's uh amount that is available, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII], calling from Baptist Hospital of Miami.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02388730. M as in Mary, L as in Lima, number 8. Patient's name is [PII].
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And is it for outpatient or inpatient?
[CUSTOMER][NEUTRAL] Outpatient hospital facility.
[AGENT][NEUTRAL] OK, the per day maximum is $3000.
[CUSTOMER][NEUTRAL] Per day?
[AGENT][NEUTRAL] Per day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] What is your name?
[AGENT][NEUTRAL] [PII] last initial [PII].
[CUSTOMER][NEUTRAL] Is your reference number for this call?
[AGENT][NEUTRAL] Just my name in today's date and time.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.