AccountId: 011433970860
ContactId: ccc444b5-4017-434a-b901-8e34433c6379
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84029 ms
Total Talk Time (AGENT): 22836 ms
Total Talk Time (CUSTOMER): 40833 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/ccc444b5-4017-434a-b901-8e34433c6379_20250520T19:54_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling you from Baptist Hospital of Miami. My name is [PII] to check benefits on one of your members, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] 1567004.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Adios
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm actually showing this policy lapsed [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Nothing else?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Active for her?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] Alright, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[CUSTOMER][POSITIVE] No ma'am, that will be all thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] fine.