AccountId: 011433970860
ContactId: cf0f1fb1-fdd6-4cd2-b5d4-61dbb3b9e208
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111940 ms
Total Talk Time (AGENT): 46987 ms
Total Talk Time (CUSTOMER): 39003 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/cf0f1fb1-fdd6-4cd2-b5d4-61dbb3b9e208_20250516T21:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, yes, I'm calling from Baptist Hospital Miami. I'm just calling to see if patients currently active with you guys.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. uh what is your name sir and your callback number?
[CUSTOMER][NEUTRAL] [PII], my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Name is [PII] Date of birth is uh [PII]. And the policy number is 1,204,840.
[CUSTOMER][NEUTRAL] MLA
[AGENT][POSITIVE] OK, thank you. Let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I do show that this policy for [PII] is no longer active. The policy did terminate on [PII].
[AGENT][NEUTRAL] I'm checking though to see if she has another policy.
[AGENT][NEUTRAL] She does not have any policies active with us at this time.
[CUSTOMER][POSITIVE] Um, OK, alrighty then. Thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yeah, that'll be it thank you.
[AGENT][POSITIVE] You're welcome, have a good weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, sir.