AccountId: 011433970860
ContactId: c7fe5d92-0950-4ff4-9de9-8fcf84584783
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104680 ms
Total Talk Time (AGENT): 50459 ms
Total Talk Time (CUSTOMER): 35819 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/c7fe5d92-0950-4ff4-9de9-8fcf84584783_20250422T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can 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] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 0255
[CUSTOMER][NEUTRAL] 2915.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage, it does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Your office visit, but that's all that I need only effective date.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it. May I have your name please and call reference number?
[AGENT][NEUTRAL] Yes, the reference number is my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much. I appreciate it.
[AGENT][POSITIVE] OK, thank you, Sheriff, for calling [PII]. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Yeah, thank you. Bye-bye.