AccountId: 011433970860
ContactId: a45b3b06-ca9d-42f8-9a7a-f6153862796f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120080 ms
Total Talk Time (AGENT): 43828 ms
Total Talk Time (CUSTOMER): 36270 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/a45b3b06-ca9d-42f8-9a7a-f6153862796f_20250109T18:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hello. Good afternoon. My name is [PII]. I'm calling from Baptist Hospital of Miami trying to get benefits for our patient.
[AGENT][NEUTRAL] OK. Did you say your name was [PII]?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] OK, do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that is 1449173.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] [PII] uh date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] Yes, please, for outpatient facility.
[AGENT][NEUTRAL] OK, I can give you those benefits. Hold on one moment. This policy canceled [PII]. Let me look and see if she has an active policy.
[AGENT][NEGATIVE] I do not show she has another policy, so it did cancel to [PII].
[CUSTOMER][POSITIVE] Alright, perfect, thank you so much for that information. If I can have your name and your reference number for this call.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. My name is [PII]
[CUSTOMER][POSITIVE] OK. Perfect. Thank you so much. You have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.