AccountId: 011433970860
ContactId: fcc3a3ca-9c13-406e-b918-190cf364aac5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103980 ms
Total Talk Time (AGENT): 52238 ms
Total Talk Time (CUSTOMER): 22952 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/fcc3a3ca-9c13-406e-b918-190cf364aac5_20250113T16:02_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] I'm trying to check the benefits for, for one of our members.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with some benefits today, ma'am. Do you mind if I get your name real quick?
[CUSTOMER][NEUTRAL] It's [PII] from Baptist Hospital of Miami.
[AGENT][POSITIVE] Thank you Ms. [PII] and do you mind if I also get a good call back number as well?
[CUSTOMER][NEUTRAL] [PII], no extensions.
[AGENT][POSITIVE] I appreciate that and then the member's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It's 1262502.
[AGENT][POSITIVE] Perfect, give me just a moment to pull those up.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Miss [PII], would you be able to verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect. And give me 1 2nd.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, ma'am. I am looking at these benefits and it actually looks like your patient is no longer active with us. It looks like they were they were effective from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy end [PII].
[CUSTOMER][POSITIVE] No problem, perfect thank you so much.
[AGENT][POSITIVE] Hey, my pleasure. Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.