AccountId: 011433970860
ContactId: cc11d034-ec2e-42d4-9a17-d154a3e7754c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92129 ms
Total Talk Time (AGENT): 25490 ms
Total Talk Time (CUSTOMER): 44504 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/cc11d034-ec2e-42d4-9a17-d154a3e7754c_20250507T16:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling today from West Kendall Baptist Hospital to verify eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][POSITIVE] OK thank you
[AGENT][NEUTRAL] And do you have the policy number of the patient, [PII]?
[CUSTOMER][NEUTRAL] I do. I have 02415265 ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] I show this policy is effective [PII], and it's currently active.
[CUSTOMER][NEUTRAL] And I'm showing husband as the policy holder, is that correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And can I verify also group number that I have?
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] Actually it's I, if you have, is there a group number they actually put the phone number down as the group number which is not correct.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] That group number is 26087.
[CUSTOMER][POSITIVE] Awesome and for documenting, can I also get the first initial of your last name?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] Thank you for your help today. Have a lovely afternoon.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Goodbye.
[CUSTOMER][NEUTRAL] Bye-bye.