AccountId: 011433970860
ContactId: f27ef16b-d435-4b5a-80b4-6e2ef71870dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96000 ms
Total Talk Time (AGENT): 46208 ms
Total Talk Time (CUSTOMER): 37601 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/f27ef16b-d435-4b5a-80b4-6e2ef71870dc_20250124T13:20_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] OK, I can help you with that, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] 01 moment please.
[CUSTOMER][NEUTRAL] It's OK. Morning, Friday, it's OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 02518924.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that account you did say you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes, just effective date, please.
[AGENT][NEUTRAL] OK, I show the policy has been effective since [PII]. Uh, the policy is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Is it any call reference number?
[AGENT][NEUTRAL] To reference the call, you will use my name [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome. You have a wonderful weekend. Thank you for calling APO. Bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you, thank you, bye bye.