AccountId: 011433970860
ContactId: edf976fa-f60a-4160-a04d-500a8f533103
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118589 ms
Total Talk Time (AGENT): 51406 ms
Total Talk Time (CUSTOMER): 50407 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/edf976fa-f60a-4160-a04d-500a8f533103_20250113T13:05_UTC.wav
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[CUSTOMER][POSITIVE] I'll I'll put it together for 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 help you spell your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. OK, thank you. And what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Policy number is gonna be 02518380ML8 and a good phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], it's gonna be [PII].
[AGENT][NEUTRAL] All right. Thank you for that, [PII], and you're just calling to verify if this policy is active?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me give you the current policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That number is 253.
[AGENT][NEUTRAL] 4033.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I show this policy effective date.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And let me look and see if this policy is active. It is active at this time.
[CUSTOMER][POSITIVE] Perfect and would I be able to get a reference number for the call today?
[AGENT][NEUTRAL] Mhm. Use my name in today's date as your reference, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and first initial last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect thank you. No, [PII], that would be it. Thank you so much for your help.
[AGENT][NEUTRAL] Anything else would you mind?
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.