AccountId: 011433970860
ContactId: fd4ae9c2-063f-4233-bdd3-942378e8a92d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98449 ms
Total Talk Time (AGENT): 39990 ms
Total Talk Time (CUSTOMER): 46992 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/fd4ae9c2-063f-4233-bdd3-942378e8a92d_20250512T15:41_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Memorial Hospital Miramar. I just need to verify, um, a policy is active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, spell your name for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is where is the policy number?
[CUSTOMER][NEUTRAL] It's 02510723 ML 8.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and then her date of birth. I'm pulling it up for you now, [PII].
[AGENT][POSITIVE] Thank you. I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] Perfect and then can I get a reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date. And Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's fine. Could you spell your name for me please?
[AGENT][NEUTRAL] Sure, it's [PII] last initial [PII]
[CUSTOMER][POSITIVE] Thank you, thank you so much you have a great day.
[AGENT][POSITIVE] Alright, you too, and thank you for calling [PII].