AccountId: 011433970860
ContactId: 9a63eef1-0a0e-4eb5-a0a0-81a3a140a1b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283309 ms
Total Talk Time (AGENT): 101147 ms
Total Talk Time (CUSTOMER): 100252 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/9a63eef1-0a0e-4eb5-a0a0-81a3a140a1b1_20250331T17:28_UTC.wav
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[AGENT][NEUTRAL] Yeah, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to me to verify a member eligibility.
[CUSTOMER][NEUTRAL] Uh, for 2 patients.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name, your callback number, and the name of the facility.
[CUSTOMER][NEUTRAL] Yeah, uh, South Miami Hospital callback number is [PII], and my name is [PII], last name initial is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the um call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] South Miami Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I appreciate that and then what is the patient's the first one's name, date of birth and number?
[CUSTOMER][NEUTRAL] OK, uh, [PII], [PII].
[CUSTOMER][NEUTRAL] And then policy number is gonna be 02501807ML8.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[CUSTOMER][POSITIVE] [PII], OK, perfect.
[AGENT][NEUTRAL] And let me put my note in and we'll move on to the next one.
[CUSTOMER][NEUTRAL] OK, and that policy number that I gave you is correct, right? It hasn't been updated?
[CUSTOMER][NEUTRAL] Or changed
[AGENT][NEUTRAL] Next member
[CUSTOMER][NEUTRAL] Uh, I'm sorry, the line, the line cuts in and out. I can't hear you, ma'am. Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, what is the next member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Oh, there you go, I can hear you now. Uh, [PII] and then date of birth is gonna be [PII].
[CUSTOMER][NEUTRAL] Policy number is 01524159 ML8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look up that one.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] It's gonna be just a second, my.
[AGENT][NEUTRAL] Computer decided to go out of that for a minute. Let me get back in it.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello. Hey, you're here for inspection or?
[CUSTOMER][NEUTRAL] OK, OK, got you.
[AGENT][NEUTRAL] Ms. [PII], um, on this policy.
[AGENT][NEUTRAL] Is no longer active. The um policy ended on [PII].
[CUSTOMER][NEUTRAL] [PII], it ended.
[AGENT][NEUTRAL] Yes, yes, um, but let me look, she does have an active policy. Let me give you that good policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Another one was issued effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that policy number is 26066887.
[CUSTOMER][NEUTRAL] OK, thank you very much, [PII]. If I can please get the spelling of your name, last name initials, and the call reference number.
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you can use my name in today's date for your um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Confirmation number.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with, [PII], before we go?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Nope, that'll be all.
[CUSTOMER][NEUTRAL] Oh.