AccountId: 011433970860
ContactId: fd3aa7f2-92d2-4312-a718-0f3bf3901b5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81489 ms
Total Talk Time (AGENT): 41326 ms
Total Talk Time (CUSTOMER): 32992 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/fd3aa7f2-92d2-4312-a718-0f3bf3901b5c_20250318T13:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. My name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] OK, I can help with that. [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number, please?
[CUSTOMER][NEUTRAL] 02564433.
[AGENT][NEUTRAL] OK, I'm gonna just repeat that to you, [PII]. I have that as 02564433. Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification process and you're calling to verify eligibility and the member shows effective as of [PII] and this policy shows active.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Thank you so much. May I have the reference number, please?
[AGENT][NEUTRAL] You're welcome, [PII]. We do not provide call reference numbers. You can use my name in today's date, and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day bye bye.
[CUSTOMER][POSITIVE] You too. Thank you.