AccountId: 011433970860
ContactId: dfed80d6-4602-4d4b-8080-1896f2bf444a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107639 ms
Total Talk Time (AGENT): 58633 ms
Total Talk Time (CUSTOMER): 26849 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/dfed80d6-4602-4d4b-8080-1896f2bf444a_20250306T14:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Hospital of Miami. I'm calling to get the, the gap and the information for a patient's insurance for the APL.
[AGENT][POSITIVE] Uh, [PII], I'll be glad to help you. Go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] 136-6842.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, thanks, [PII] for all that information. Now your patient's name and date of birth.
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that. Looks like she is the insured on this medical supplemental plan. I do show this particular number has terminated though, so give me just a second. Let me see if she flipped to a different number right quick for you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Looks like maybe she did let's see.
[AGENT][NEUTRAL] Well, she did flip to a different number, but it's still terminated [PII], so she does not have an active um medical supplemental plan here at APL at all, [PII].
[CUSTOMER][NEUTRAL] OK, so the plan is um inactive.
[AGENT][POSITIVE] Correct, terminated.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] All [PII], [PII], is that all I can help you with?
[CUSTOMER][POSITIVE] Yeah, thank you.