AccountId: 011433970860
ContactId: 4c6ac22f-d921-442e-b6ba-c23c60bdf863
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102830 ms
Total Talk Time (AGENT): 31021 ms
Total Talk Time (CUSTOMER): 50311 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/4c6ac22f-d921-442e-b6ba-c23c60bdf863_20250422T13:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. My name is [PII] calling from B the Hospital of Miami.
[CUSTOMER][NEUTRAL] Uh, we had a patient admitted today. You are secondary to NHP, and I need to see that policy is still active, please.
[AGENT][NEUTRAL] Verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] It is 02216496 ML 8.
[CUSTOMER][NEUTRAL] And you spell your name, [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Not initial.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, we don't need to get any authorization, right?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] We don't need to get any type of authorization because you're secondary to NSP.
[AGENT][NEUTRAL] That is correct. Prior art is not required.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. I appreciate it. Have a wonderful day.
[AGENT][POSITIVE] You are so welcome and thank you for calling American Public Life. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You too. Bye bye.