AccountId: 011433970860
ContactId: b08e1c14-1078-4063-a2fa-4ce71a0ce4b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130320 ms
Total Talk Time (AGENT): 53552 ms
Total Talk Time (CUSTOMER): 58158 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/b08e1c14-1078-4063-a2fa-4ce71a0ce4b3_20250313T22:30_UTC.wav
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[CUSTOMER][NEUTRAL] [PII] [PII] yeah.
[AGENT][NEUTRAL] For calling this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, good afternoon. This is [PII] from Homestead Hospital. I would just like to verify, um, an insurance, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility on a patient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And benefits, can I please get your callback number, Ms. [PII] just in case our call is disconnected?
[CUSTOMER][NEUTRAL] She did. Yes, [PII] and then um [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, his name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02141787ML7.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that this policy.
[AGENT][NEUTRAL] is no longer active. The policy lapsed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] And there are no active policies on that we have on file for this insured.
[CUSTOMER][POSITIVE] No worries thank you.
[CUSTOMER][POSITIVE] For that person OK perfect thank you so much for your help.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Yes, can I get your name, please?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful night and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.