AccountId: 011433970860
ContactId: 9a80ba5e-97c1-4baa-91d0-b77a3c09ac73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100059 ms
Total Talk Time (AGENT): 43928 ms
Total Talk Time (CUSTOMER): 47881 ms
Interruptions: 3
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/9a80ba5e-97c1-4baa-91d0-b77a3c09ac73_20250514T18:27_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist 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] Sure, I can assist you with that. Could I, could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] Last Nation, [PII] [PII]. My phone number [PII], direct line.
[AGENT][NEUTRAL] [PII], could I have the policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] 01659295
[AGENT][NEUTRAL] What is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] This policy has been active since [PII], [PII], and it's currently active. You're calling to verify outpatient benefits.
[CUSTOMER][NEUTRAL] No, that's, that's it. I need the effective date. [PII], right?
[AGENT][POSITIVE] Alright, is there anything else that I can assist you with today? Yes, that is correct.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] No, that's all. Thank you so much. May I have your name?
[AGENT][NEUTRAL] My name is [PII]. It stated in the beginning of the call it [PII].
[CUSTOMER][NEUTRAL] May I have your name and?
[AGENT][NEUTRAL] [PII], and today's date is a reference because we don't provide reference numbers.
[CUSTOMER][NEUTRAL] Mhm. Is it any call reference number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII]. Goodbye.
[CUSTOMER][POSITIVE] You too thank you bye bye.