AccountId: 011433970860
ContactId: a0d75e56-1f2a-4ccd-8b72-16b89ddc66b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167199 ms
Total Talk Time (AGENT): 73020 ms
Total Talk Time (CUSTOMER): 72979 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/a0d75e56-1f2a-4ccd-8b72-16b89ddc66b7_20250321T19:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I'm calling on behalf of South um South Miami Hospital for a patient to verify coverage.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with that eligibility and coverage. What is the callback number?
[CUSTOMER][NEUTRAL] The card number is [PII].
[CUSTOMER][NEUTRAL] Hold on, sorry.
[AGENT][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][POSITIVE] Thank you. And your name please, ma'am?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yes, 02419107 M like Maria, L like Larry, 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's date of birth is [PII] and the patient's first name is [PII].
[CUSTOMER][NEUTRAL] And let me spell you the last name, [PII]
[AGENT][NEUTRAL] Do you have Soto as well, [PII] Soto?
[CUSTOMER][NEUTRAL] Um, I, we just have here [PII], and that's it.
[AGENT][POSITIVE] OK, because we have a Soto as well, but that's fine. I can help you with the eligibility and benefits for [PII]. I am showing his policy is active.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Effective date is [PII], and this is a secondary policy to his major medical coverage.
[AGENT][NEUTRAL] Did I understand you need benefits as well, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, I just wanted to find out if um if he was active at the time of service that we have here [PII].
[AGENT][NEUTRAL] Yes, ma'am, the effective date was [PII] and the policy is active.
[CUSTOMER][POSITIVE] OK. Thank you so much. And can I have your name again, please? I'm sorry.
[AGENT][NEUTRAL] Not a problem. My name is [PII].
[AGENT][NEUTRAL] And [PII], if you need a reference number, it would be my name and today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII], and you have a great weekend.
[AGENT][POSITIVE] I hope you do too. It's a pleasure to assist you and thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] You're welcome. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, [PII].