AccountId: 011433970860
ContactId: 40a490a5-95b1-4236-9171-41e1b7381be2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124000 ms
Total Talk Time (AGENT): 40956 ms
Total Talk Time (CUSTOMER): 38552 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/40a490a5-95b1-4236-9171-41e1b7381be2_20250604T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Hello, Ms. [PII]. This is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] Sure, I can help you with eligibility, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 025957
[CUSTOMER][NEUTRAL] 86.
[AGENT][NEUTRAL] OK give me just one moment to look that up.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can you please verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what was the last name?
[CUSTOMER][NEUTRAL] Lord, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm showing that this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] We
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much. May I have co reference number please?
[AGENT][NEUTRAL] So we don't do call reference numbers, but you can use my name and last initial in today's date. So [PII] and today's date.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much I appreciate it.
[AGENT][POSITIVE] Great, thank you for calling APL. If there's nothing else, I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.