AccountId: 011433970860
ContactId: a34b3f8a-6a59-4a62-9daf-1feb439e8e8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111239 ms
Total Talk Time (AGENT): 51889 ms
Total Talk Time (CUSTOMER): 38430 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/a34b3f8a-6a59-4a62-9daf-1feb439e8e8d_20250530T16:07_UTC.wav
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[AGENT][POSITIVE] Thank you for
[AGENT][NEUTRAL] Calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with eligibility. May I please get your callback number, ma'am, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][POSITIVE] Thank you very much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh policy number 025931.
[CUSTOMER][NEUTRAL] 11.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And Patient [PII].
[CUSTOMER][NEUTRAL] The squeeze
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick so that I can get you eligibility.
[AGENT][NEUTRAL] I do show that [PII] does have an active policy. The effective date of his policy is [PII], and everything is current.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much. Is it any call reference number?
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII], is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Alright well you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] You're welcome bye bye Ms. [PII].
[CUSTOMER][NEUTRAL] OK