AccountId: 011433970860
ContactId: 51d9c7bc-ea76-441b-84b0-52deec3ce979
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 55490 ms
Total Talk Time (AGENT): 18056 ms
Total Talk Time (CUSTOMER): 29528 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/51d9c7bc-ea76-441b-84b0-52deec3ce979_20250624T12:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] and I'm calling from the University of Miami Health System. I'm calling to verify um benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], do you also need eligibility or only benefits?
[CUSTOMER][NEUTRAL] No eligibility. Basically, it's eligibility.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Eligibility and benefits. Yes, ma'am. I, well, I can help you with that. And what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] Yes, the policy number is 016.
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] 812
[CUSTOMER][NEUTRAL] M