AccountId: 011433970860
ContactId: 2a57d2ca-a8e9-4552-b1d4-75197f22fa0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217910 ms
Total Talk Time (AGENT): 74411 ms
Total Talk Time (CUSTOMER): 76777 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/2a57d2ca-a8e9-4552-b1d4-75197f22fa0c_20250617T18:53_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from uh University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with eligibility. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 0261.
[CUSTOMER][NEUTRAL] 1571.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] 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 the policy is still active.
[AGENT][NEUTRAL] Is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Yes, for office visit, but what I need only the
[CUSTOMER][NEUTRAL] Effective date, please.
[CUSTOMER][NEUTRAL] And may I have call reference number for this one because I have one more patient.
[AGENT][NEUTRAL] Yes, ma'am. For the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII] and today's date.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I have one more patient please.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] OK, I'm ready for the next policy number.
[CUSTOMER][NEUTRAL] 02563003.
[AGENT][NEUTRAL] OK, please repeat that policy number.
[CUSTOMER][NEUTRAL] 02563003.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] [PII], [PII], sorry.
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, my bad.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, thank you. No problem. And just let me advise you again that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] OK, I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you.