AccountId: 011433970860
ContactId: 80ce8b96-eaf8-4378-94a4-58118a7be97c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98690 ms
Total Talk Time (AGENT): 41760 ms
Total Talk Time (CUSTOMER): 40281 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/80ce8b96-eaf8-4378-94a4-58118a7be97c_20250528T16:48_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][POSITIVE] Sure, I can assist you with that.
[AGENT][NEUTRAL] Can I have a callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] Can you spell your name [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], what is the policy number of the member that you're calling to verify eligibility for today?
[CUSTOMER][NEUTRAL] 01659295.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII] Ous [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify benefits for what place of service?
[CUSTOMER][NEUTRAL] Eligibility just effective date please.
[AGENT][NEUTRAL] The member's policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you. May I have your name and code reference number?
[AGENT][NEUTRAL] [PII], my name is [PII], and today's date as a reference.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thanks, goodbye.