AccountId: 011433970860
ContactId: d8e0cf51-2805-4ce2-b847-14c8e5f8d78d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152570 ms
Total Talk Time (AGENT): 52637 ms
Total Talk Time (CUSTOMER): 47147 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/d8e0cf51-2805-4ce2-b847-14c8e5f8d78d_20250425T12:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hello, good morning. This is [PII] from Florida Women's Care. I just wanna get benefits and eligibility for a patient.
[AGENT][POSITIVE] Yeah, of course I can help you with benefits and eligibility today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02.
[CUSTOMER][NEUTRAL] 509-863
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] In that direct.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right, and patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, so it looks like this policy is active. The effective date is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And these offices are not covered with this policy, right?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Just one moment, let me look at his benefits.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Good morning. Good morning.
[CUSTOMER][POSITIVE] Congratulations
[AGENT][NEUTRAL] OK, so that is correct. This is an accident and sickness policy. The office visits are not covered.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, could I have the spelling of your name and then the reference number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course, it's [PII]
[AGENT][NEUTRAL] And the reference is my first name, last initial [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much [PII] and have a great day.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thanks. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's all thank you bye bye.
[AGENT][POSITIVE] OK, thank you. Thanks for calling APL.
[AGENT][NEUTRAL] Bye.