AccountId: 011433970860
ContactId: ca858e3a-7a30-4e50-9993-218a8a2819f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130850 ms
Total Talk Time (AGENT): 53196 ms
Total Talk Time (CUSTOMER): 45560 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/ca858e3a-7a30-4e50-9993-218a8a2819f7_20250205T18:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I am calling to see if I can verify the insurance for one of my patients.
[AGENT][NEUTRAL] Sure I can help you with the um uh eligibility of your patient. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes. My name is [PII], Call number [PII] and I'm calling from South Miami Hospital.
[AGENT][NEUTRAL] OK, thank you very much [PII] what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And then what's the patient's date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's policy number, please?
[CUSTOMER][NEUTRAL] 01 84 84 39 M as in Mary L as in Lima 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I have [PII], um, looking at this policy number that you've given me. It lapsed on [PII] 2024.
[AGENT][NEUTRAL] But let me see if she has anything active.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] She does not, she does not have any active policies with us at this time.
[CUSTOMER][POSITIVE] Perfect, thank you so much I greatly appreciate it. May I please have the first initial to your last name and call reference number?
[AGENT][NEUTRAL] Yes, ma'am. The first initial is [PII], and you can use my name and today's date as your reference number.
[CUSTOMER][POSITIVE] Thank you so much I greatly appreciate your help.
[AGENT][POSITIVE] You're very welcome, May. You have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Have a wonderful day. Bye.
[AGENT][NEUTRAL] Bye-bye.