AccountId: 011433970860
ContactId: eb4a574f-e318-41dc-b814-e6de1318746d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145440 ms
Total Talk Time (AGENT): 67761 ms
Total Talk Time (CUSTOMER): 45919 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/eb4a574f-e318-41dc-b814-e6de1318746d_20250624T12:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATM. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Excuse me, could you repeat your name, please?
[AGENT][NEUTRAL] Um, it's [PII], um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Thank you. My name is [PII] and I'm calling from the University of Miami from the benefits department and I need to verify benefits for one of our patients.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need um a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] No extension.
[AGENT][NEUTRAL] Thank you. Now, I need the policy number.
[CUSTOMER][NEUTRAL] Yes, it would be 016.
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] 812.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, the patient name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage 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] Outpatient benefits.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to $500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, do you have the reference number for the call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um my name is [PII] spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that would be all. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Bye.