AccountId: 011433970860
ContactId: a1b02eb1-9f51-4a87-be32-83e2cc2aefe8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122680 ms
Total Talk Time (AGENT): 42479 ms
Total Talk Time (CUSTOMER): 46969 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/a1b02eb1-9f51-4a87-be32-83e2cc2aefe8_20250507T16:45_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May 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] OK, you said your name was [PII]?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You said your name was [PII]?
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] I'm sorry about that, [PII]. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] And you have the policy number?
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] 02336058.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] Houston thank you.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Just eligibility effective date please.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much. May I have the reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] May I have less the nation for your last name Nation please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Thank, thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.