AccountId: 011433970860
ContactId: 5cb0d3ab-90e5-488e-98ab-3b4878d990a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99660 ms
Total Talk Time (AGENT): 41422 ms
Total Talk Time (CUSTOMER): 31131 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/5cb0d3ab-90e5-488e-98ab-3b4878d990a8_20250113T17:51_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello Miss [PII]. My name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'd like to help you with the eligibility, Ms. [PII]. Do you mind if I get a good call back number from you real quick?
[CUSTOMER][NEUTRAL] [PII]. Direct line.
[AGENT][POSITIVE] Thank you, I appreciate that. And then your member's policy number?
[CUSTOMER][NEUTRAL] 127
[CUSTOMER][NEUTRAL] 5084.
[AGENT][POSITIVE] Perfect, and give me just a moment to look that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] All right. And are you able to verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, perfect. I do see your patient, he's current and active with an effective date of [PII] and.
[AGENT][NEUTRAL] As far as eligibility goes, was there any other information you were needing on him today?
[CUSTOMER][NEUTRAL] No, that's it. So [PII] is the effective date.
[AGENT][NEUTRAL] Sorry, [PII].
[CUSTOMER][POSITIVE] Yes ma'am thank you so much. I appreciate it.
[AGENT][POSITIVE] Oh perfect thank you. My pleasure. You, thanks for [PII]. You take care.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.