AccountId: 011433970860
ContactId: 45b922de-b4c9-4916-9d7a-1f9de20cc5d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100769 ms
Total Talk Time (AGENT): 41007 ms
Total Talk Time (CUSTOMER): 49310 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/45b922de-b4c9-4916-9d7a-1f9de20cc5d0_20250220T20:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from South Miami Hospital. I'm trying to check eligibility for a patient.
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure. Um,
[CUSTOMER][NEUTRAL] The phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and I'm sorry, the policy number?
[CUSTOMER][NEUTRAL] Oh, you want the policy number? Sure, I have 202483111.
[AGENT][NEUTRAL] 111. OK, hold on one moment.
[CUSTOMER][NEUTRAL] I don't have a card so I can't verify if this correct or not.
[AGENT][NEUTRAL] Oh, it's OK. Um, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Uh his name is [PII] Last name is, there's two names. [PII], then [PII]. And date of birth on this gentleman with the long name, uh [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. You have a wonderful day and a nice weekend.
[AGENT][POSITIVE] Thank you, [PII]. You also and thanks for calling APL.
[CUSTOMER][POSITIVE] Take care.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.