AccountId: 011433970860
ContactId: f9a31993-39e1-4415-99fa-890a7e142845
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101760 ms
Total Talk Time (AGENT): 38668 ms
Total Talk Time (CUSTOMER): 45322 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f9a31993-39e1-4415-99fa-890a7e142845_20250122T16:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. Yes, I'm calling from Baptist Hospital of Miami, and I need to verify with this car insurance is active.
[AGENT][POSITIVE] OK, I'd love to help you with eligibility. Can I have your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII], and the callback number will be [PII].
[AGENT][NEUTRAL] Thank you. And what's your member's policy number?
[CUSTOMER][NEUTRAL] It's 021.
[CUSTOMER][NEUTRAL] 29209.
[AGENT][POSITIVE] Thank you, [PII], and let me get that pulled up for you real quick.
[AGENT][POSITIVE] Perfect. Thank you for your patience. Can you verify for me your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect. I do see [PII] here, but I do not see that this, um, policy is active any longer. It looks like it terminated with us back in December, [PII].
[CUSTOMER][NEUTRAL] Mm, is, is there any other policy by any chance?
[AGENT][NEUTRAL] No, I'm sorry.
[CUSTOMER][NEUTRAL] OK, OK, so it's not active. OK, he ended on [PII]. Alright, appreciate it. All right, thank you.
[AGENT][POSITIVE] Mhm. My pleasure.
[AGENT][POSITIVE] My pleasure you take care thank you bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye-bye.