AccountId: 011433970860
ContactId: d8d75023-c8fb-44cb-a3d1-fc2697579d1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145669 ms
Total Talk Time (AGENT): 53122 ms
Total Talk Time (CUSTOMER): 62010 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/d8d75023-c8fb-44cb-a3d1-fc2697579d1f_20250605T13:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello, good morning, [PII]. My name is [PII]. I'm calling you from Baptist Palmetto Bay Diagnostic Center. I'm calling to verify benefits, please.
[AGENT][NEUTRAL] OK, how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] For outpatient.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, it is uh 01.
[CUSTOMER][NEUTRAL] 869
[CUSTOMER][NEUTRAL] 348
[CUSTOMER][NEUTRAL] M like Mary, L like Linda, 8.
[AGENT][POSITIVE] Thank you [PII] one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] What is the first letter of your last name [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's, you're welcome, and what's the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Um, it is, um, [PII]. hold on [PII].
[AGENT][NEUTRAL] Thank you, [PII] and you were just needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I can look that up for you.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Actually, this policy canceled [PII]. Let me look and see if she has any other active coverage.
[CUSTOMER][POSITIVE] Thank you bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not showing she has another policy, so it did cancel [PII].
[CUSTOMER][NEUTRAL] 3124 OK do you have a call reference number um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all that'll be all thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] Likewise, likewise.
[AGENT][POSITIVE] Thank you.