AccountId: 011433970860
ContactId: 34678e1f-ffcf-48db-82af-ea4b1cfd341f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150279 ms
Total Talk Time (AGENT): 60651 ms
Total Talk Time (CUSTOMER): 46738 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/34678e1f-ffcf-48db-82af-ea4b1cfd341f_20250521T16:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL speaking. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] 0250
[CUSTOMER][NEUTRAL] 2554.
[AGENT][NEUTRAL] Thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you ma'am and verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] I do not show that patient under this policy, and, uh, give me that first and last name again.
[CUSTOMER][NEUTRAL] Medicine
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Do you have the name of the policyholder?
[CUSTOMER][NEUTRAL] uh [PII]
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK. Uh, when you're ready, I can.
[AGENT][NEUTRAL] That's weird.
[AGENT][NEUTRAL] That's the same number I typed in, but OK, never mind. I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] Thank you so much. Under medicine [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, she is the dependent, yes, ma'am. Effective [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you so much. May I have your name and co reference number, please?
[AGENT][NEUTRAL] Sure, my name is [PII] last initial [PII] and as far as reference number you may use my name is and today's date.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mm bye.