AccountId: 011433970860
ContactId: 934681e5-098b-45f5-91b9-956bd06f31c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111550 ms
Total Talk Time (AGENT): 43869 ms
Total Talk Time (CUSTOMER): 48529 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/934681e5-098b-45f5-91b9-956bd06f31c9_20250407T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Hospital of Miami, and I'm calling to check eligibility for a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] You're welcome. Yes, I have 02308273ML8.
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Um, let's see. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I have [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you. And I'm showing the effective date on this policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, no, it was actually, I'm just calling to check, um, that the policy is active and to get the effective date, but thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that was all I needed. Thank you very much.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too. Thanks. Bye-bye.
[AGENT][POSITIVE] Mhm. Thank you.