AccountId: 011433970860
ContactId: 953ba88f-e8a5-4987-bbcf-4e4dfd6a2f0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79279 ms
Total Talk Time (AGENT): 23239 ms
Total Talk Time (CUSTOMER): 35089 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/953ba88f-e8a5-4987-bbcf-4e4dfd6a2f0d_20250428T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. 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 verify eligibility, please.
[AGENT][NEUTRAL] Hi [PII], I can help you with the eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it's 02564572.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] OK, it looks like this policy terminated for 1-2025.
[CUSTOMER][NEUTRAL] 41, OK.
[CUSTOMER][POSITIVE] Yes, thank you so much. Is it any call reference number?
[AGENT][NEUTRAL] Uh, it's just my name, which is [PII] and last initial or first initial last name [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.