AccountId: 011433970860
ContactId: 1d018e4b-72e5-4d31-9cd0-49f37e5454fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284260 ms
Total Talk Time (AGENT): 86549 ms
Total Talk Time (CUSTOMER): 102456 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/1d018e4b-72e5-4d31-9cd0-49f37e5454fb_20250220T19:14_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] Hello, Ms. [PII]. My name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] direct line and policy number 025839990.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Um, date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Thank you so much. I have 2 more patients. Can you help me with the other 22 more?
[AGENT][NEUTRAL] Sure, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Member ID 02519631.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Alright, I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, and the next member's policy number?
[CUSTOMER][NEUTRAL] 940234007.
[AGENT][NEUTRAL] OK, now that one isn't an APO policy number.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Can we search by.
[CUSTOMER][NEUTRAL] No, I don't have.
[AGENT][NEUTRAL] I must remember his first and last name?
[CUSTOMER][NEUTRAL] First name, [PII]
[AGENT][NEUTRAL] And the last name? OK, go ahead.
[CUSTOMER][NEUTRAL] Listening the ghetto.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] AGO
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Actually I found number on on patient account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. What number?
[CUSTOMER][NEUTRAL] 025702570582.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you for your patience with me.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and again just for the call, 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][POSITIVE] Thank you so much. I appreciate it. Thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome bye bye.