AccountId: 011433970860
ContactId: 2d36e0aa-1b07-40a5-a71c-d3c01b62b1f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81599 ms
Total Talk Time (AGENT): 37971 ms
Total Talk Time (CUSTOMER): 32987 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/2d36e0aa-1b07-40a5-a71c-d3c01b62b1f5_20250603T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Diagnostic Center of Miami. I'm calling to get benefits and eligibility please on a patient.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. And first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Policy number I have on file is 02477120.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and it actually expired on [PII].
[CUSTOMER][POSITIVE] Oh OK perfect that was what I needed all right.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] OK, that's all easy.
[CUSTOMER][POSITIVE] No, that'll be all thank you so much for your help though and have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Goodbye.