AccountId: 011433970860
ContactId: 48413846-9783-4743-ab8f-d2954a671a21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104669 ms
Total Talk Time (AGENT): 50880 ms
Total Talk Time (CUSTOMER): 52380 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/48413846-9783-4743-ab8f-d2954a671a21_20250303T17:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, hi, I'm sorry, who am I speaking with?
[AGENT][NEUTRAL] Uh, my name is [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from UF Health, um, plastic surgery and was needing to verify benefits for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 01816203 M as in Mary, L as in light 7.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 02. OK, thank you, Mr. [PII], and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. And let's see, give me one moment. And you say you're calling for eligibility and benefits, correct?
[CUSTOMER][NEUTRAL] Yes, um, and also to find out if this is primary or secondary insurance if you have that information.
[AGENT][NEUTRAL] OK, uh, it looks like they had a secondary policy with us, um, or the policy they had with us was secondary, um, showing it term on on.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Uh, [PII], so they don't show any active coverage. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Interesting. OK, so it termed uh [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, well then that solves it then thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] OK you too thank you bye bye.
[AGENT][NEUTRAL] Bye.