AccountId: 011433970860
ContactId: 9008ab94-bf47-496f-aed4-30721d6edab9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96250 ms
Total Talk Time (AGENT): 42397 ms
Total Talk Time (CUSTOMER): 35712 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/9008ab94-bf47-496f-aed4-30721d6edab9_20250612T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] OK, thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 0255
[CUSTOMER][NEUTRAL] 2915.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visits?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm, it, it's office, office visit but just I need the.
[CUSTOMER][NEUTRAL] Effective date, please. That's it.
[AGENT][NEUTRAL] OK. Well, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all thank you so much I appreciate it.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APO. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you.