AccountId: 011433970860
ContactId: f620ac59-5f96-4b8e-ac0d-964a04f3005c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79000 ms
Total Talk Time (AGENT): 39290 ms
Total Talk Time (CUSTOMER): 30997 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/f620ac59-5f96-4b8e-ac0d-964a04f3005c_20250113T13:07_UTC.wav
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[AGENT][POSITIVE] And thank you for calling ATL. 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] I'm sure, [PII], I can assist you with benefits. And first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02559440.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] 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], and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I just need effective dates that's it thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's all thank you so much. I appreciate it.
[AGENT][POSITIVE] You, OK, thank you, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.