AccountId: 011433970860
ContactId: 9e3e6ace-42c5-4e04-8b10-e4cc0f1c7c65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123190 ms
Total Talk Time (AGENT): 25962 ms
Total Talk Time (CUSTOMER): 73037 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/9e3e6ace-42c5-4e04-8b10-e4cc0f1c7c65_20250506T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] and I'm calling from Broward Health Imperial Point in regards to one of our patients. I'm just calling for um eligibility on his APL insurance.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have that policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It is 04 02473428 ML.
[CUSTOMER][NEUTRAL] And the number 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Uh date of birth, one moment. Let me just get back to you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Are you gonna have to do your clinical here.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] It looks like the policy is effective for [PII], and it's currently active.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. All right, um, do I get a reference number for this call?
[AGENT][NEUTRAL] That's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. All right, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][POSITIVE] You too thanks bye.