AccountId: 011433970860
ContactId: b30af425-79e1-4e64-b0ae-9cb6e0d36924
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147500 ms
Total Talk Time (AGENT): 57277 ms
Total Talk Time (CUSTOMER): 58651 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/b30af425-79e1-4e64-b0ae-9cb6e0d36924_20250310T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. Try, good afternoon. I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII], last initial W South Miami Hospital.
[AGENT][NEUTRAL] OK, thank you, [PII] and what is the callback number?
[CUSTOMER][NEUTRAL] [PII] sorry [PII].
[AGENT][NEUTRAL] OK, thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, we have [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] 728.
[CUSTOMER][NEUTRAL] 71.
[CUSTOMER][NEUTRAL] And policy number is 025851557.
[AGENT][NEUTRAL] OK, let me look that up for you real quick, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] OK, I'm showing that she's under, uh, [PII].
[CUSTOMER][NEUTRAL] Uh oh well they have that as her middle name.
[AGENT][NEUTRAL] Oh, OK, OK, I see, and um she does have an active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] All righty, Ms. [PII]. And then,
[CUSTOMER][NEUTRAL] The reference is just your first and last initial, correct?
[AGENT][NEUTRAL] Yes, that's right, and then the last initial is A, but you'll probably already knew that.
[CUSTOMER][POSITIVE] Alrighty, alright.
[CUSTOMER][NEUTRAL] We talk every day except the weekends.
[AGENT][NEUTRAL] I know, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh alrighty story, well, that's all I need. I'll talk to you later.
[AGENT][POSITIVE] OK. You have a good week. I'll talk to you probably tomorrow.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alrighty you have a great day stay safe bye bye.
[AGENT][POSITIVE] You too. Bye-bye. Thanks for calling.
[CUSTOMER][NEUTRAL] Bye bye bye