AccountId: 011433970860
ContactId: 4bd6ab54-ec8f-434d-b949-5b6611856375
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74839 ms
Total Talk Time (AGENT): 28981 ms
Total Talk Time (CUSTOMER): 34849 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/4bd6ab54-ec8f-434d-b949-5b6611856375_20250305T19:49_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How 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, sure. I can certainly help with eligibility. What is that policy number, please?
[CUSTOMER][NEUTRAL] 0258
[CUSTOMER][NEUTRAL] 1772.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, here, please.
[CUSTOMER][NEUTRAL] [PII] [PII]. So um [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else that I can tell you about the secondary or gap insurance?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much. May I have your name and call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that in today's date as our reference.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][POSITIVE] Thank you. Thanks for contacting AP. Have a good day.