AccountId: 011433970860
ContactId: d376504f-3205-4de7-94a0-3352a43d7576
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84819 ms
Total Talk Time (AGENT): 26704 ms
Total Talk Time (CUSTOMER): 33567 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/d376504f-3205-4de7-94a0-3352a43d7576_20250404T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can 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] [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII], direct line.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the policy number of the patient?
[CUSTOMER][NEUTRAL] 02543835.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yey [PII], uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, this policy is active and effective [PII].
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it. Is it an equal reference number?
[AGENT][NEUTRAL] Call reference, you can just use my name, [PII], first initial of last name [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] Thanks for calling ATL. Have a good weekend.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] OK