AccountId: 011433970860
ContactId: be1de417-6730-4879-a59a-259982db6c4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109819 ms
Total Talk Time (AGENT): 52004 ms
Total Talk Time (CUSTOMER): 26959 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/be1de417-6730-4879-a59a-259982db6c4c_20250103T16:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'm calling from the University of Miami. I would like to verify eligibility and benefits, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. What is your name, please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, Miss [PII], what is your callback number just in case the call gets disconnected I'll be able to call you back.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, one Humana.
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And his policy number, please.
[CUSTOMER][NEUTRAL] 1225234
[AGENT][NEUTRAL] OK, let me look him up.
[AGENT][NEUTRAL] OK, I do show that this policy for one is no longer active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy lapsed on [PII], but let me look and see if he does have an active policy, a different one.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEGATIVE] He does not, he does not have any active policies with us.
[CUSTOMER][NEUTRAL] All right, no problem. Is there a call reference number for today or?
[AGENT][NEUTRAL] Yes, you can use my name it's [PII].
[CUSTOMER][NEUTRAL] There's
[AGENT][NEUTRAL] And um today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for the information. Enjoy the rest of your day.
[AGENT][POSITIVE] You too thank you so much for calling APL you have a blessed one bye bye.
[CUSTOMER][NEUTRAL] Mhm.