AccountId: 011433970860
ContactId: 1a0b3754-711d-41cc-9abb-83261757fbc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104089 ms
Total Talk Time (AGENT): 47117 ms
Total Talk Time (CUSTOMER): 38257 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/1a0b3754-711d-41cc-9abb-83261757fbc2_20250513T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, Ms. Sorry. My name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with um eligibility. May I please get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Policy 02606689.
[CUSTOMER][NEUTRAL] Patient [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy, and the effective date of his policy is [PII] and the policy is current.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it. Is it an equal reference number?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it, ma'am.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL you take care, ma'am.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Mm bye-bye. You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.