AccountId: 011433970860
ContactId: bb9347e8-8796-4e3f-b795-2882ea9299eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101919 ms
Total Talk Time (AGENT): 41379 ms
Total Talk Time (CUSTOMER): 42758 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/bb9347e8-8796-4e3f-b795-2882ea9299eb_20250305T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Nicholas Sturgeon's Miami Lakes.
[CUSTOMER][NEUTRAL] I had one of your patients come in today and I just wanted to verify if the insurance is active.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility for the patient. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, name is [PII]. Date of birth is [PII], and the policy number is 02517186ML8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][POSITIVE] Perfect thank you so much. Can I get a reference number for this call?
[AGENT][NEUTRAL] You're very
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much [PII] have a wonderful day.
[AGENT][POSITIVE] You too, [PII], you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.