AccountId: 011433970860
ContactId: 246bea35-a66b-475d-94db-c7dc7311a86f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119800 ms
Total Talk Time (AGENT): 56609 ms
Total Talk Time (CUSTOMER): 49554 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/246bea35-a66b-475d-94db-c7dc7311a86f_20250404T12:25_UTC.wav
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[CUSTOMER][NEUTRAL] It's pre op that was [PII].
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] calling from Memorial Hospital Miramar. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing well. I'm calling to verify eligibility for a patient.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Of course it's gonna be [PII] last initial [PII]. The callback number is gonna be [PII].
[AGENT][NEUTRAL] OK, please spell your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] OK, give me one second. It's gonna be 01912895, the letter M, the letter L, and the number 8.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII]. It's gonna be [PII].
[AGENT][NEUTRAL] OK, just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and this policy actually expired on [PII], and I'm not showing any active policies in our system.
[CUSTOMER][POSITIVE] OK, thank you so much. Would I be able to get a reference number for the call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name in today's date. My name is [PII], um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, no, that would be it, Avi. Thank you so much. I appreciate it.
[AGENT][POSITIVE] OK. I thank you for for calling APO. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You as well. Thank you.
[AGENT][POSITIVE] Mm, thank you.