AccountId: 011433970860
ContactId: f8a207a0-062d-49ba-938f-6171b4444192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92839 ms
Total Talk Time (AGENT): 25846 ms
Total Talk Time (CUSTOMER): 31288 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/f8a207a0-062d-49ba-938f-6171b4444192_20250512T17:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. I'm calling from Baptist Hospital Miami, and I'm calling to verify member eligibility and benefits.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] 1204852 ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, it looks like this policy termed in [PII]. Let me see if there is an active policy on file.
[AGENT][NEUTRAL] OK, looks like he did have another policy, but that one termed in [PII].
[CUSTOMER][NEUTRAL] [PII]. So he has no active uh coverage with?
[CUSTOMER][NEUTRAL] Uh, American.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] All right. Thank you, [PII].
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.