AccountId: 011433970860
ContactId: e7077edc-f1e9-4696-b878-8b9e7d55427e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135419 ms
Total Talk Time (AGENT): 54429 ms
Total Talk Time (CUSTOMER): 45009 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/e7077edc-f1e9-4696-b878-8b9e7d55427e_20250225T21:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, sorry, I'm going to get benefits and eligibility for a patient, please.
[AGENT][NEUTRAL] OK, I can help you with both benefits and eligibility. May I get your name and your callback number in the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes. My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] University of Miami Hospital and Clinics.
[AGENT][NEUTRAL] Thank you. And can I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII]. Last name is spelled [PII]
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the member's ID is 01.
[CUSTOMER][NEUTRAL] 34
[CUSTOMER][NEUTRAL] 3974.
[AGENT][NEUTRAL] OK, let me look up her policy real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. This policy number lapsed on [PII].
[AGENT][NEUTRAL] But let me see if she does have an active policy.
[AGENT][NEUTRAL] She does not. There are no active policies with our company right now.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you give me a reference number for our call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] And is that [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're very welcome you have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome.