AccountId: 011433970860
ContactId: f213109e-0449-4ca4-a92d-c44e53884211
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323359 ms
Total Talk Time (AGENT): 118156 ms
Total Talk Time (CUSTOMER): 94694 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/f213109e-0449-4ca4-a92d-c44e53884211_20250214T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry you cut out. You said your name was?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi Miss Miss [PII]. I was calling to get some help with verifying eligibility for uh for 3 patients.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you give me your name first and your callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII] and that's [PII].
[AGENT][NEUTRAL] OK, and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] South Miami Hospital.
[AGENT][NEUTRAL] OK, [PII], and what is the first patient's name?
[CUSTOMER][NEUTRAL] We have [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][NEUTRAL] OK, and then what's the next patient's name?
[CUSTOMER][NEUTRAL] we have
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And that's 8968.
[AGENT][NEUTRAL] OK, and I'm gonna go backwards. I'm sorry, can you give me [PII]'s policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. 01947531.
[AGENT][NEUTRAL] Thank you. And then what is [PII]'s um policy number?
[CUSTOMER][NEUTRAL] Number shows 1416.
[CUSTOMER][NEUTRAL] 815.
[AGENT][NEUTRAL] OK. And then what is the next patient's name?
[CUSTOMER][NEUTRAL] The next patient would be [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][NEUTRAL] And then what is his policy?
[CUSTOMER][NEUTRAL] And then policy.
[CUSTOMER][NEUTRAL] 1369772
[AGENT][NEUTRAL] OK, I'm gonna start with the first one. Let me look him up first or her up first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] Her effective date is
[AGENT][NEUTRAL] [PII] that's a birthday [PII].
[CUSTOMER][NEUTRAL] Alrighty and are the reference numbers uh different or the same?
[AGENT][NEUTRAL] They're all gonna be the same. It's gonna be my name and today's date. Can you spell my name [PII]
[CUSTOMER][POSITIVE] Alrighty, perfect, alrighty.
[AGENT][NEUTRAL] Let me put my note in this one we'll move on to the next one.
[CUSTOMER][POSITIVE] No problem, take your time.
[AGENT][NEUTRAL] OK, and the next one, let's look that one up.
[AGENT][NEUTRAL] OK, uh, a video.
[AGENT][NEUTRAL] Policy is lapsed. It's not active. It lapsed on [PII].
[AGENT][NEUTRAL] But I'm gonna check. I wanna see if he has.
[CUSTOMER][NEUTRAL] And does she have any? OK.
[AGENT][NEUTRAL] I'm gonna see if he has one that's active. No, he does not have an active policy.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, and then you said the date of his lapse was?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And I'm putting my note in and I'll move on to the next one.
[CUSTOMER][NEUTRAL] And then for [PII].
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK, let's move on to the next one.
[AGENT][NEUTRAL] OK, and [PII], this policy is also lapsed. It lapsed on [PII].
[AGENT][NEUTRAL] And I'm checking, and there are no active policies for him either.
[CUSTOMER][POSITIVE] Alrighty, perfect. Thank you so much for all your help today. You have a great day and enjoy your weekend. Happy [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Happy [PII] to you too, [PII]. You have a nice weekend also, and we thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you so much. Bye-bye.
[AGENT][NEUTRAL] Bye bye