AccountId: 011433970860
ContactId: 8857247d-7729-400c-992f-527022fc422c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166250 ms
Total Talk Time (AGENT): 69065 ms
Total Talk Time (CUSTOMER): 64727 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/8857247d-7729-400c-992f-527022fc422c_20250519T17:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon. So, my name is [PII]. I'd like to verify eligibility on a patient, please.
[AGENT][POSITIVE] OK, sure. I can assist you with the eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you're calling from which facility for my?
[CUSTOMER][NEUTRAL] It's South Miami Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I have here 0235.
[CUSTOMER][NEUTRAL] Oh hold on page slip on 02352396 ML 8.
[AGENT][NEUTRAL] OK, thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you, Ms. [PII]. OK, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, that one.
[CUSTOMER][NEUTRAL] Alright, and is there a group name or a group number on the plan?
[AGENT][POSITIVE] Yes, let me get that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Right. You're welcome.
[AGENT][NEUTRAL] OK, the group name is
[AGENT][NEUTRAL] Daner
[AGENT][NEUTRAL] Atlantic LLC.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, stay or Atlantic and I'm sorry, what was the last part?
[AGENT][NEUTRAL] LLC
[CUSTOMER][POSITIVE] Alright, perfect, and I'm ready for the group number whenever you are.
[AGENT][NEUTRAL] OK, the number is 23078.
[CUSTOMER][NEUTRAL] 23078 perfect and there's there is there a call reference number for today or is it your name and today's date?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] All right perfect well thank you very much I appreciate your time so.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.