AccountId: 011433970860
ContactId: 14dc1d06-0169-4dc0-92bc-b42823f50fed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97839 ms
Total Talk Time (AGENT): 39277 ms
Total Talk Time (CUSTOMER): 41983 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/14dc1d06-0169-4dc0-92bc-b42823f50fed_20250106T18:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon. My name is [PII]. I'm calling from HCU Florida Northwest Hospital, and I'm calling to check if patient is effective for a visit there coming for a visit here in the hospital.
[AGENT][NEUTRAL] OK, well, I can definitely check the eligibility for you. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And let me give you the policy number here.
[CUSTOMER][NEUTRAL] Whenever you're ready, let me know.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, policy number they gave us is 021-984-27.
[AGENT][NEUTRAL] Thank you and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And the uh hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK, and what is your name?
[AGENT][NEUTRAL] My name is [PII] First initial of my.
[CUSTOMER][NEUTRAL] And the first of your last name [PII]? Uh-huh.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, do you provide call reference numbers besides your name?
[AGENT][NEUTRAL] No, just my name and today's date.
[CUSTOMER][POSITIVE] All right, [PII], I appreciate your help. Thank you very much. Have a good day.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.