AccountId: 011433970860
ContactId: f7758018-09ed-45da-bde0-5c13e5be4e88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153889 ms
Total Talk Time (AGENT): 54411 ms
Total Talk Time (CUSTOMER): 47221 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/f7758018-09ed-45da-bde0-5c13e5be4e88_20250107T19:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is.
[CUSTOMER][NEUTRAL] Hello, I'm calling from Bath.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, this is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Hello, yes, I'm calling from Baptist Hospital Miami. My name is [PII]. I'm just calling to see if a patient's currently active with you guys.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility, sir. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, yeah, the patient's name, hold on. Give me a sec.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Care
[AGENT][NEUTRAL] OK, and then what said dear is.
[CUSTOMER][NEUTRAL] Y A D.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 139226 ML8.
[AGENT][NEUTRAL] OK, let me look that up for you real quick.
[AGENT][NEUTRAL] You said the policy number was 139226ML8.
[CUSTOMER][NEUTRAL] M 393226 MLS 8 my bad 8 yeah the last one is 8.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] OK, I do show that this is a lapsed policy is no longer in effect. It lapsed on [PII], but let me check to see if there is an active policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, sir. We do not have any active policies for this insured.
[CUSTOMER][POSITIVE] Alrighty thank you just calling to confirm. Thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. Have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] No problem you too bye.
[AGENT][NEUTRAL] Bye-bye, sir.