AccountId: 011433970860
ContactId: f13d8c34-d0e4-4dad-a8fa-21f9a74ba09e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177550 ms
Total Talk Time (AGENT): 57642 ms
Total Talk Time (CUSTOMER): 78752 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/f13d8c34-d0e4-4dad-a8fa-21f9a74ba09e_20250311T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi, my name is [PII]. I'm calling up about this Medical Services part of South Miami Hospital. I just wanna check this patient.
[CUSTOMER][NEUTRAL] To see if it what the what the eligible uh eligibility date.
[AGENT][NEUTRAL] OK, I can help you with eligibility of a patient and you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you Ms. [PII] and what is your call back number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. Patient's name is [PII], and then the policy ID number is 259-72993.
[AGENT][NEUTRAL] OK, and patient's date of birth, please?
[CUSTOMER][NEUTRAL] That's a baby
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look up the policy real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and you said the policy number was 259-7293?
[CUSTOMER][NEUTRAL] No, 25.
[CUSTOMER][NEUTRAL] 972993.
[CUSTOMER][NEUTRAL] Maybe the baby is not added yet. Uh-huh. 259-729-3.
[AGENT][NEUTRAL] 225.
[AGENT][NEUTRAL] Oh OK and uh what is the policy holder's name?
[CUSTOMER][NEUTRAL] The policy holder and the mother is [PII].
[AGENT][NEUTRAL] OK, I do not see um baby on policy. I only see this is an individual policy for mama.
[CUSTOMER][NEUTRAL] Or the mother, uh, only the mother, the baby is not added yet in this is like a supplemental insurance, right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh-huh, uh, the, but the baby is not added yet. OK. OK. Maybe later on she's, she's going to add. OK, thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's all. That's it. Thank you so much.
[AGENT][POSITIVE] OK. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.