AccountId: 011433970860
ContactId: e87a13ec-3ddf-414b-8cb4-663a4b9f3051
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85910 ms
Total Talk Time (AGENT): 40206 ms
Total Talk Time (CUSTOMER): 52139 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/e87a13ec-3ddf-414b-8cb4-663a4b9f3051_20250319T12:22_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] calling from Memorial Hospital Miramar. I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can assist you. Can you spell your name for me, please?
[CUSTOMER][POSITIVE] It's [PII] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] The policy number is 02543182ML8 and the callback number is [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII]. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And we're just verifying the effective date and the policy is active.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] I have that information for you. I'm showing the effective date of [PII]. The policy is active at this time, and did you have any other questions we can help with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, would I be able to receive a reference number for the call?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference. [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Perfect [PII] thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.