AccountId: 011433970860
ContactId: 708c8f9f-0c50-4331-b61d-82142f7da43f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89330 ms
Total Talk Time (AGENT): 47807 ms
Total Talk Time (CUSTOMER): 33512 ms
Interruptions: 1
Overall Sentiment: AGENT=3.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/708c8f9f-0c50-4331-b61d-82142f7da43f_20250221T16:18_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. My name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility. What is the callback number, please?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 025049
[CUSTOMER][NEUTRAL] 09.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] [PII], it would be such a pleasure to assist you with eligibility this morning for [PII]. I'm showing that his policy is active. Effective date is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this is a secondary policy to his primary insurance.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much.
[AGENT][NEUTRAL] Are you needing benefits also?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much. I appreciate it.
[AGENT][POSITIVE] And [PII], thank you for calling APL. It was my pleasure to assist you with that eligibility. Hope you have a wonderful day and a happy weekend. Thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Same to you. Thank you so much. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome bye bye.