AccountId: 011433970860
ContactId: 92458f3f-9ff5-4f6e-9ef4-202d8b3c78e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93940 ms
Total Talk Time (AGENT): 48360 ms
Total Talk Time (CUSTOMER): 32090 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/92458f3f-9ff5-4f6e-9ef4-202d8b3c78e9_20250311T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, Ms. [PII]. My name is [PII]. I'm calling from University of Miami Hospital. I need to uh verify eligibility, please.
[AGENT][NEUTRAL] OK, [PII], I'm happy to verify eligibility for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 875.
[AGENT][POSITIVE] Thank you for that. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient's plan, [PII] is active. The effective date is [PII]. We are the members secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much. I appreciate. May I have code reference number, please?
[AGENT][NEUTRAL] Mhm. Call references my name with my last initial in today's date. My name is [PII], that's [PII] Last initial [PII] like [PII], today's date is [PII].
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it, sir.
[AGENT][POSITIVE] You're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye.