AccountId: 011433970860
ContactId: ae8d9d1e-c07d-4ba3-8496-d2835bea49fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80720 ms
Total Talk Time (AGENT): 25310 ms
Total Talk Time (CUSTOMER): 51170 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/ae8d9d1e-c07d-4ba3-8496-d2835bea49fb_20250217T23:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. My name is [PII]. I'm calling from West Kendall Baptist Hospital. We're located in [PII]. I just need to get an effective date on the policy.
[AGENT][POSITIVE] Hi, [PII], happy to help. What is the patient's policy number?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Um, we have it as 02434471 ML7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. The effective date is [PII], so [PII].
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] 23. OK. And is that the correct uh policy number?
[AGENT][NEUTRAL] Mhm, yep, yes ma'am.
[CUSTOMER][POSITIVE] Yes, uh, OK, because I know some, some, I have called in the past and some were changing like totally I don't know which ones they were, but the other one the other day I had one and it was like it didn't have the, you know, it was a like a whole brand new, new one so I was just checking. um, OK, well that's that's good. OK, perfect. All right, thank you very much, [PII].
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too. Thanks. Bye.
[AGENT][NEUTRAL] Bye bye.