AccountId: 011433970860
ContactId: c544ec21-5d22-48e9-a47a-13c3014da691
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117870 ms
Total Talk Time (AGENT): 47950 ms
Total Talk Time (CUSTOMER): 37163 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/c544ec21-5d22-48e9-a47a-13c3014da691_20241231T21:06_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from South Miami Hospital today to verify eligibility for a patient.
[AGENT][NEUTRAL] OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Is 1294221 ML7.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is [PII] that's a direct line?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and you're just checking eligibility, [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, let me give you the current policy number. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's 24.
[AGENT][NEUTRAL] 66662.
[AGENT][NEUTRAL] And I'm under this current policy, I'm showing an effective date of [PII]. Uh, this policy is active at this time.
[CUSTOMER][NEUTRAL] Is she the main policy holder?
[AGENT][NEUTRAL] Let's see, check that for you. She is, it's individual policy.
[CUSTOMER][POSITIVE] Perfect. And is there a group number also, [PII]?
[AGENT][NEUTRAL] I show the group number is 263-27.
[CUSTOMER][POSITIVE] Perfect. And then for documenting, can I also get the first initial of your last name?
[AGENT][NEUTRAL] Uh huh, it's [PII], and you'll use my name and today's status reference for today's call, [PII], and did you have any other questions?
[CUSTOMER][POSITIVE] That'll be it. Thank you so much. You have a happy New Year.
[AGENT][POSITIVE] Oh, you're welcome. You too. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.