AccountId: 011433970860
ContactId: da466d87-df9e-40ea-9193-3aec8947b388
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102699 ms
Total Talk Time (AGENT): 31314 ms
Total Talk Time (CUSTOMER): 37527 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/da466d87-df9e-40ea-9193-3aec8947b388_20250411T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from West Kendall Baptist Hospital in [PII]. I'm trying to check eligibility if I can.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with eligibility today. Do you have a policy number on you?
[CUSTOMER][NEUTRAL] Yes, uh, it's 01972388 letter M as in Mike, L as in Larry, number 7. It's on [PII], born on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] OK, so it looks like the effective date for this policy on [PII] is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. I hope you have a nice day and a lovely weekend.
[AGENT][NEUTRAL] Of course, yeah, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, you've been most helpful. Thank you so much. You take care.
[AGENT][POSITIVE] Oh, thank you. Thank you, you too. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Right.