AccountId: 011433970860
ContactId: d5b2baa4-a892-4f4d-be3b-ce38e880eb8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120059 ms
Total Talk Time (AGENT): 58077 ms
Total Talk Time (CUSTOMER): 51379 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d5b2baa4-a892-4f4d-be3b-ce38e880eb8b_20250603T19:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon, [PII]. My name is [PII] and I'm calling with Memorial Hospital of Miramar, and I'm calling to check on an effective date for a patient that's currently in-house with us.
[AGENT][POSITIVE] Yeah, I can get that effective date for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's yep, it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] I do, it's 02515643 M as in Mike, L as in Lima, and the number 7.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] about date of birth [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that, [PII]. Uh, so this policy is currently active, that effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] OK perfect and no op is required for this for this um OK.
[AGENT][POSITIVE] That's correct as long as.
[AGENT][NEUTRAL] Right, as long as Major Medical is willing to pay this policy can.
[CUSTOMER][NEUTRAL] Right, oh, OK, perfect. OK, great. And can I have the initial of your last name, please?
[AGENT][NEUTRAL] Sure, that would just, uh, my last initial is [PII] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, is there a call reference number for the call today?
[AGENT][NEUTRAL] A reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][POSITIVE] [PII] OK, perfect. Well, thank you very much for your time and help. I appreciate it.
[AGENT][POSITIVE] Of course, absolutely, thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too as well. Thank you so much. OK, bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.