AccountId: 011433970860
ContactId: a9dc9994-ea67-4a9e-8a04-5dfd98365cd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87500 ms
Total Talk Time (AGENT): 32838 ms
Total Talk Time (CUSTOMER): 30398 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/a9dc9994-ea67-4a9e-8a04-5dfd98365cd6_20250218T20:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from South Miami Hospital. Need to get eligibility and benefit on a patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII], that's [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, I have 01548916, M as in Mary, L as in Larry, number 7.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, this is for, uh, [PII], [PII].
[AGENT][NEUTRAL] Uh, let me see if she has any current policy. I'm showing this policy term terminated [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I don't sure if she has any uh active coverage. I know as I stated this policy term, [PII].
[CUSTOMER][POSITIVE] OK, thank you, have a good day.
[AGENT][POSITIVE] You too, thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye bye.