AccountId: 011433970860
ContactId: 7048996a-078a-47cb-b32a-5a57921e5285
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114519 ms
Total Talk Time (AGENT): 47692 ms
Total Talk Time (CUSTOMER): 37142 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/7048996a-078a-47cb-b32a-5a57921e5285_20250225T21:53_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling today to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Ms. [PII] and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course my direct line is [PII].
[AGENT][NEUTRAL] Thank you and what's the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] South Miami Hospital.
[AGENT][NEUTRAL] OK, thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number that I have is 971141.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] For this is for [PII]. Her date of birth is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. We have an effective date of [PII].
[AGENT][NEUTRAL] It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Perfect. And can you confirm with me is [PII] the main policy holder?
[AGENT][NEUTRAL] She is. Mhm.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] And then I have a group number of 16163, is that also correct?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] 16163. That is correct, yes. Mhm.
[CUSTOMER][POSITIVE] Perfect. And so just for documenting, can I get the first initial of your last name?
[AGENT][NEUTRAL] [PII],
[CUSTOMER][POSITIVE] Thank you for your help today. You have a lovely evening.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL, Miss [PII]. Bye-bye.