AccountId: 011433970860
ContactId: c09eda29-ddac-45cb-bcac-4e7b74dc86a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130429 ms
Total Talk Time (AGENT): 49799 ms
Total Talk Time (CUSTOMER): 45676 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/c09eda29-ddac-45cb-bcac-4e7b74dc86a8_20250324T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I'm calling on behalf of a facility to verify information for a patient, please.
[AGENT][NEUTRAL] OK, I can help you with your information for your patient, Ms. [PII]. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is the name of your city?
[CUSTOMER][NEUTRAL] South Miami Hospital.
[AGENT][NEUTRAL] OK, and then, uh, Ms. [PII], what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy 1581960M as in Mary, L as in Larry 8 and that is [PII] 5969.
[AGENT][NEUTRAL] OK, let me pull up her policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. Her effective date of her policy is [PII].
[CUSTOMER][NEUTRAL] Is she the primary subscriber on the policy?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK and you said the coverage is still active.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] May I get the spelling of your first name and first initial of your last name, please?
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] And the last initial is [PII]
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, sorry. I appreciate your help. I hope you enjoy the rest of your day.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. There's nothing else I can help you with before we go.
[CUSTOMER][POSITIVE] No, that's everything. Thank you so much.
[AGENT][POSITIVE] OK, you have a good day and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you so much. Bye-bye.