AccountId: 011433970860
ContactId: 22331f16-ef66-4bfc-b624-1e5f9777f4e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90819 ms
Total Talk Time (AGENT): 39024 ms
Total Talk Time (CUSTOMER): 31530 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/22331f16-ef66-4bfc-b624-1e5f9777f4e5_20250505T13:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. My name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on eligibility today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] 01935554.
[AGENT][NEUTRAL] All right, thank you. And then do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. The effective date on here is [PII].
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much. I appreciate it. Is it any call reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye bye.