AccountId: 011433970860
ContactId: 987f3e15-324f-4703-9899-d98668b768d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117580 ms
Total Talk Time (AGENT): 42527 ms
Total Talk Time (CUSTOMER): 47177 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/987f3e15-324f-4703-9899-d98668b768d2_20250609T16:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, uh, good morning, good afternoon. My name is [PII]. I'm calling from South Miami Hospital. I'd like to verify an effective date on a plane, please.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII], and that's direct.
[AGENT][NEUTRAL] Thank you, [PII]. And do you have their policy number?
[CUSTOMER][NEUTRAL] Policy number for the patient is 02419774ML8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And can I verify his date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you wanted to know the effective date of this policy?
[CUSTOMER][NEUTRAL] Yes, and if it was effective for date of service of being [PII], please.
[AGENT][NEUTRAL] OK, I can give you that. The effective date is [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Perfect. And is there a call reference number or is it just today's date, uh, with your name um before it?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Q.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And that was it. I appreciate your time. Thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APA. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.