AccountId: 011433970860
ContactId: a28b3246-6389-402a-9c00-09471cc5e679
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208750 ms
Total Talk Time (AGENT): 72152 ms
Total Talk Time (CUSTOMER): 64437 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/a28b3246-6389-402a-9c00-09471cc5e679_20250501T16:42_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, good afternoon, my name is [PII].
[CUSTOMER][NEUTRAL] Man, my last name is uh [PII].
[AGENT][NEUTRAL] Hi, Miss [PII].
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify coverage for a number.
[AGENT][POSITIVE] How can I help you today?
[AGENT][NEUTRAL] OK, I can help you with coverage. Um, Ms. [PII], may I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] Thank you. And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] And that'll be for South Florida Critical Care Services.
[AGENT][NEUTRAL] OK, and can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, first name will be [PII]
[CUSTOMER][NEUTRAL] Last name, [PII]
[CUSTOMER][NEUTRAL] Date of birth would be [PII].
[CUSTOMER][NEUTRAL] The policy number they provided was 02565866.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that Lesbia does have an active policy with us. The effective date of the policy is [PII], and it's um paid in current.
[CUSTOMER][NEUTRAL] OK, and what would be the payer ID for you guys?
[AGENT][NEUTRAL] It is 60801.
[CUSTOMER][NEUTRAL] And do you have um do you have a fax number?
[AGENT][NEUTRAL] Yes, ma'am. That's [PII].
[CUSTOMER][NEUTRAL] That's [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And we can make claims with um with the you'll be attached to this number correct the fax number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and what will be the initial to your last name and a reference number for our call?
[AGENT][NEUTRAL] Yes ma'am, um, the initial to my last name is [PII], and you can use my name [PII] and today's date for your reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you very much for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Sure yeah thank you.
[AGENT][POSITIVE] Alright well you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too bye thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.