AccountId: 011433970860
ContactId: c0bcb476-d3e9-44c8-bf6e-86ab8dae50c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204070 ms
Total Talk Time (AGENT): 70389 ms
Total Talk Time (CUSTOMER): 81525 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/c0bcb476-d3e9-44c8-bf6e-86ab8dae50c1_20250519T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII]. I'm calling from South Miami Hospital. I'm actually calling to verify benefits in a patient, please.
[AGENT][NEUTRAL] Sure, can I get your name one more time?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can I get a good phone number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It's 01707545 M as in Manny L as in Larry 8.
[AGENT][NEUTRAL] OK, one moment while I pull that up.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is um [PII] and I'll spell the last name [PII] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] OK, so then is that your phone?
[AGENT][NEUTRAL] And you were wanting eligibility?
[CUSTOMER][NEUTRAL] You go ahead
[CUSTOMER][NEUTRAL] Yes, please, for the emergency room.
[AGENT][NEUTRAL] OK, it looks like the policy you gave me um was active on [PII]. The policy lapsed on [PII]. Let me see if they have any other, if they have a newer policy with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What what?
[AGENT][NEUTRAL] It looks like they have a new policy number.
[CUSTOMER][POSITIVE] What brings you in? I'm sorry, hold on one second. I'm so sorry.
[AGENT][NEUTRAL] Are you ready
[AGENT][NEUTRAL] OK. You're OK.
[CUSTOMER][POSITIVE] OK, got it, got it. OK, I'm ready. Sorry, go ahead.
[AGENT][NEUTRAL] OK, the new policy number is 02611.
[AGENT][NEUTRAL] 474
[AGENT][NEUTRAL] That policy has an effective date of [PII], and it is current.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, and you said the policy number was 02611474?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, [PII] you said right? [PII] it's been active. OK, and what's your name sorry?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] hold on spoke to and.
[CUSTOMER][NEUTRAL] Do you have a reference number?
[AGENT][NEUTRAL] Uh, we don't have to do reference numbers, but you can use my name and my last initial, which is [PII] in today's date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, that's it. Have a great day.
[AGENT][POSITIVE] Alright. Thank you so much for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye.