AccountId: 011433970860
ContactId: fb9d3969-bfb3-4ac0-b4b2-9067f81958ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147050 ms
Total Talk Time (AGENT): 51714 ms
Total Talk Time (CUSTOMER): 68082 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/fb9d3969-bfb3-4ac0-b4b2-9067f81958ba_20250221T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Baptist Hospital of Miami, and I'm calling to verify uh eligibility for a gap insurance plan.
[AGENT][NEUTRAL] OK, [PII], I can help you with the eligibility. Uh, can I please get your callback number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK. I have patient's name as [PII]. uh first name is spelled [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name spelled [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have date of birth [PII].
[CUSTOMER][NEUTRAL] Excuse me, [PII].
[CUSTOMER][NEUTRAL] And member ID I have 024.
[CUSTOMER][NEUTRAL] 6257 ML 8.
[AGENT][NEUTRAL] OK, let me pull up that policy for us real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And that's 0246257 ML 8.
[CUSTOMER][NEUTRAL] 25. It's 2557.
[AGENT][NEUTRAL] 2557. OK. Let me try that way.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, I've got him pulled up.
[AGENT][NEUTRAL] And [PII] does have an active policy. His effective date is [PII].
[CUSTOMER][POSITIVE] Perfect. OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can I just have the first letter to your last name, please?
[AGENT][NEUTRAL] It's A
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, well thank you very much. That was all I needed.
[AGENT][POSITIVE] You're very welcome [PII]. I hope you have a good weekend and we appreciate you calling APL.
[CUSTOMER][POSITIVE] Same to you thank you.
[AGENT][POSITIVE] You're welcome bye bye sir thank you.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Bye bye.