AccountId: 011433970860
ContactId: dd9c3a1e-4753-4e6f-9606-b0e1328fa72c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204059 ms
Total Talk Time (AGENT): 70285 ms
Total Talk Time (CUSTOMER): 61540 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/dd9c3a1e-4753-4e6f-9606-b0e1328fa72c_20250603T15:18_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][POSITIVE] I can help you with uh with that um can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] 02441 019202440192.
[AGENT][NEUTRAL] OK, I have 0244, what was it? 09?
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 92.
[AGENT][NEUTRAL] OK, thank you, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Inzo Bran.
[CUSTOMER][NEUTRAL] Uh, [PII], no.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] And you're wanting eligibility?
[CUSTOMER][NEUTRAL] Yes, just effective date, please.
[AGENT][NEUTRAL] OK, um, the policy number you gave me is no longer active. Would you like me to give you the new policy number?
[CUSTOMER][NEUTRAL] Yes, but I need to verify it for [PII]. So the old one is good for [PII], or?
[AGENT][NEUTRAL] This patient wasn't on the old policy.
[AGENT][NEUTRAL] This new policy came into effect [PII].
[CUSTOMER][NEUTRAL] And for new policy the one new this one affect the vision newborn.
[AGENT][NEUTRAL] Yes, the newborn is going to be on this, on this policy. The policy number is 0245.
[CUSTOMER][NEUTRAL] And the, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1595.
[AGENT][NEUTRAL] And this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Is it any call reference number?
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my name and last initial and today's date. So [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too thank you bye bye.