AccountId: 011433970860
ContactId: e917f89c-7d72-435e-b5c5-df9596c35a25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154580 ms
Total Talk Time (AGENT): 49038 ms
Total Talk Time (CUSTOMER): 43562 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/e917f89c-7d72-435e-b5c5-df9596c35a25_20250624T19:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon. My name is [PII]. My initial. My last name is uh [PII] and you mentioned your name was?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[AGENT][POSITIVE] Thank you. And may I have um
[AGENT][NEUTRAL] Patient's policy number and the name of the facility you're calling from.
[CUSTOMER][NEUTRAL] Yes, the policy number is 125.
[CUSTOMER][NEUTRAL] 224-0 M as in Mary, L as in Lima, 7.
[CUSTOMER][NEUTRAL] And I'm calling from South Florida Critical Care Services.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The last name is [PII] Date of birth will be [PII].
[AGENT][NEUTRAL] All right. Thank you, Miss [PII]. Let me see if I have a new policy. This one is terminated, OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I don't have any new policy for this family. This policy terminated [PII].
[CUSTOMER][NEUTRAL] Terminated [PII], that correct?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK, no problem. So and so what will be the initial, the reference number for our call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, sounds good thank you very much for your help.
[AGENT][POSITIVE] You're welcome. So thank you for calling ATL. Have a good afternoon, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye.