AccountId: 011433970860
ContactId: 855b0427-d356-418f-96bb-677fc03b7024
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89169 ms
Total Talk Time (AGENT): 36613 ms
Total Talk Time (CUSTOMER): 35711 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/855b0427-d356-418f-96bb-677fc03b7024_20250602T17:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL or I'm sorry, good afternoon.
[AGENT][NEUTRAL] Help you?
[CUSTOMER][NEUTRAL] Hello. Yes, ma'am. My name is [PII]. I'm I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Miss [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 0256.
[CUSTOMER][NEUTRAL] 9494.
[AGENT][NEUTRAL] OK, thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, thank you, ma'am, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] Thank you so much. May I have your name and code reference number?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.