AccountId: 011433970860
ContactId: a96b9c9e-75cf-42cc-9da4-67da70b77f90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96709 ms
Total Talk Time (AGENT): 46827 ms
Total Talk Time (CUSTOMER): 32207 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/a96b9c9e-75cf-42cc-9da4-67da70b77f90_20250210T19:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from provider facility to verify eligibility, uh, for a patient.
[AGENT][NEUTRAL] Uh, sure, I can assist you with eligibility, Mr. [PII]. And may I have a callback number just in case we get disconnected and the name of the facility or the provider you're calling from?
[CUSTOMER][NEUTRAL] South Miami Hospital, um [PII], I'm sorry, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's policy number Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, 02359532 ML 7.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Lady [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, uh, perfect. Can I get your name again and the call reference number?
[AGENT][NEUTRAL] My name is [PII]. That's S as [PII], last initial [PII], and we don't have reference numbers, you can use my name in today's date.
[CUSTOMER][POSITIVE] Alright cool thank you have a great day.
[AGENT][POSITIVE] You as well thank you for calling APM. Bye bye, Mr. [PII].
[CUSTOMER][NEUTRAL] But