AccountId: 011433970860
ContactId: c0366e5d-e6c2-4dc0-a87a-67727065d258
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124660 ms
Total Talk Time (AGENT): 55483 ms
Total Talk Time (CUSTOMER): 46979 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/c0366e5d-e6c2-4dc0-a87a-67727065d258_20250402T13:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello. Good morning. My name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] I'm sure. And could I get your name first again and a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes. [PII]
[CUSTOMER][NEUTRAL] And my callback number [PII] direct line.
[AGENT][NEUTRAL] OK. Thank you, [PII] and yes, I can assist you with benefits. Um, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 0221
[CUSTOMER][NEUTRAL] 2315.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth, um [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][POSITIVE] Uh, it was office visit, but uh I just need effective date. That's it. Thank you so much.
[AGENT][NEUTRAL] OK. I thank you, [PII], for calling ATL. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] May I have your name, please?
[AGENT][NEUTRAL] Um, yes. Uh, my name is [PII]. It's spelled [PII] My last initial is [PII], and the reference number will be my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] OK, thank you again, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.