AccountId: 011433970860
ContactId: f01af91b-00d6-45d1-86e7-e56a3c207ca1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199839 ms
Total Talk Time (AGENT): 71604 ms
Total Talk Time (CUSTOMER): 72371 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/f01af91b-00d6-45d1-86e7-e56a3c207ca1_20250327T20:02_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII] calling from South Miami Hospital. I am calling to obtain patient effective date to make sure patient is active with you guys.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the effective date. And from my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Yes, [PII]. Policy number is 02419331 ML number 7.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment.
[AGENT][NEUTRAL] Let me take a look at the policy.
[AGENT][NEUTRAL] Sorry, the system is lagging. I apologize, but the policy is not um active, but I'm trying to see if there's an active one. I just can't get to the dates. OK, here it is. It just popped up.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so the policy that you provided, um, is no longer active as of [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] The active policy number is 255.
[CUSTOMER][NEUTRAL] 11 moment let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. 255.
[AGENT][NEUTRAL] Mhm. 643-5.
[CUSTOMER][NEUTRAL] 435.
[AGENT][NEUTRAL] And it's been active since [PII].
[CUSTOMER][NEUTRAL] OK, so the new policy number, the 2556435, that's it, that's.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that is the new policy number.
[CUSTOMER][NEUTRAL] Let me double write that. 2556435. OK. And [PII] is the effective date.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, can I have a call reference number please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you very much and that will be all for me today.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.