AccountId: 011433970860
ContactId: ef1236df-0c5d-4ad2-8913-24ad941873b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105720 ms
Total Talk Time (AGENT): 38714 ms
Total Talk Time (CUSTOMER): 55073 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/ef1236df-0c5d-4ad2-8913-24ad941873b9_20250310T17:32_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], this is [PII] calling from Baptist Hospital of Miami. I was just calling to verify the eligibility of the patient's account.
[AGENT][NEUTRAL] OK, I can help you with eligibility [PII]. What is your callback number, please?
[CUSTOMER][NEUTRAL] Callback number for me is [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Patient's name is [PII] His date of birth is [PII].
[CUSTOMER][NEUTRAL] And I have here is it is [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] No it's
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Awesome and [PII], is there a uh reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] And today awesome [PII], thank you so much for all your help. I appreciate it.
[AGENT][POSITIVE] It's no problem at all. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Not at all my lovely thank you so much.
[AGENT][POSITIVE] Uh, you're welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.