AccountId: 011433970860
ContactId: ab7c5ba0-1bf5-4772-a88d-9d79566a127d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84250 ms
Total Talk Time (AGENT): 28909 ms
Total Talk Time (CUSTOMER): 45219 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/ab7c5ba0-1bf5-4772-a88d-9d79566a127d_20250128T17:42_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good good morning. Um, I'm calling from Baptist Hospital of Miami. I need to verify, uh, this gap insurance to see if it's active.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[AGENT][POSITIVE] And look, if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02263299 M as in Mary, L as in Lola, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show this policy termed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK. There's no other policy?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK. Alrighty. OK, thank you. Have a nice day.
[AGENT][NEUTRAL] Was there anything else I can assist with?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you for calling ATL. Have a good day.