AccountId: 011433970860
ContactId: e1d10b8c-620a-457f-aa0c-197079f7b749
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257410 ms
Total Talk Time (AGENT): 105894 ms
Total Talk Time (CUSTOMER): 88489 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/e1d10b8c-620a-457f-aa0c-197079f7b749_20250522T18:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02046820
[AGENT][NEUTRAL] Thank you. Um, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] Last name [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, that's not what I hold. Can you repeat that policy number one more time.
[CUSTOMER][NEUTRAL] 02046820
[AGENT][NEUTRAL] Yeah, that's what I have in the system. Let me type it in one more time. OK.
[CUSTOMER][NEUTRAL] I have patient social security with you.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Mm, let's, let's try that because the number you're giving me is not pulling that name. Bear with me just a second. Let me pull another system for the social.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Social or patient ID?
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] [PII] I'm sorry I'm gonna start to over [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me try this one.
[AGENT][NEUTRAL] OK, can you repeat the name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII]
[CUSTOMER][NEUTRAL] [PII] last name [PII].
[CUSTOMER][NEUTRAL] And second one, [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] OK, I did find this policy. Um, they don't have an active policy. He doesn't have an active policy. Um, let me see, this policy terminated [PII].
[CUSTOMER][NEUTRAL] Oh, OK. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] May I have effective date for this one?
[AGENT][NEUTRAL] Yes, and let me correct that policy number for you because it's totally different from the one you provided to me. Um, the policy number or the correct policy number is 0204.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5290.
[CUSTOMER][NEUTRAL] 90.
[AGENT][NEUTRAL] Mhm. The effective date was [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So, there is no other active policy?
[AGENT][NEUTRAL] There's no other active policy under that social for that member.
[CUSTOMER][NEUTRAL] For this year?
[CUSTOMER][POSITIVE] OK, thank you so much. Is it any call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, please. Yes, please. Your name?
[AGENT][NEUTRAL] Sure, that's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. You're welcome bye bye.