AccountId: 011433970860
ContactId: 09cba8b1-7672-4517-ab00-90c05de76cc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76089 ms
Total Talk Time (AGENT): 20099 ms
Total Talk Time (CUSTOMER): 28069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/09cba8b1-7672-4517-ab00-90c05de76cc2_20250606T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at UVA Health. I'm just trying to verify patient eligibility.
[AGENT][POSITIVE] OK, [PII], I can help you with patient eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh yes, that is [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] Um, that is 025730777.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] Rs 72364.
[AGENT][NEUTRAL] OK, it looks like this policy is active and effective [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] No, that is all. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.