AccountId: 011433970860
ContactId: e62823fd-288a-4379-bbc7-058af4fea87c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113660 ms
Total Talk Time (AGENT): 44239 ms
Total Talk Time (CUSTOMER): 48207 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/e62823fd-288a-4379-bbc7-058af4fea87c_20250513T18:16_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 South Miami Hospital. Um, I have a patient that came into the emergency room and they have APLS secondary, and I just wanna verify um that it was effective.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Ms. [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] First name [PII] and last name [PII]
[AGENT][NEUTRAL] OK, and then her date of birth and policy number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And policy number I have 02064066.
[AGENT][POSITIVE] Thank you and then may I also have your callback number just in case the call is dropped.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look at that let's see real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I do show that Ms. [PII] does have an active policy, and the effective date of her policy is [PII] and it is current.
[CUSTOMER][POSITIVE] [PII]. OK. And I stiller. OK, perfect. Thank you so much for that.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Um, no, that'll be everything. Thank you for your help, [PII].
[AGENT][POSITIVE] You're welcome you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.