AccountId: 011433970860
ContactId: b84b74aa-c9d7-4960-8895-a617cbbea095
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141320 ms
Total Talk Time (AGENT): 54918 ms
Total Talk Time (CUSTOMER): 57438 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/b84b74aa-c9d7-4960-8895-a617cbbea095_20250516T20:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling from Baptist Hospital of Miami and I need to verify this gap insurance.
[AGENT][NEUTRAL] OK, I can help you with eligibility on a patient. May I please get your name and your call back number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] To pay.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK. Yes, I can hear you, Ms. [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] OK, loop [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and then what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Miss [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] 1066493
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, I do show that this policy for [PII] is no longer active. The policy did terminate on [PII].
[AGENT][NEUTRAL] And let me check. There are no active policies on file for [PII].
[CUSTOMER][NEUTRAL] I'm sorry, it was terminated in March, what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, a long time ago, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And there's no other, and there's no other policy, OK.
[AGENT][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] I don't know why they're saying that maybe another policy, but they didn't give me.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Now with APL I guess.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. No problem. Thank you very much, ma'am. Have a great afternoon.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a wonderful weekend and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye, bye-bye.
[CUSTOMER][POSITIVE] You too. You too. Bye-bye.