AccountId: 011433970860
ContactId: 0b5574c3-dcc5-499e-b154-15093dc5e377
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135919 ms
Total Talk Time (AGENT): 53609 ms
Total Talk Time (CUSTOMER): 46865 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/0b5574c3-dcc5-499e-b154-15093dc5e377_20250616T20:04_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm calling um from UW Health calling for eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, thank you, missus. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02350217
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] Thank you, Missus. Alright, let me see if I have a new policy. This one is terminated, bear with me.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, Miss [PII], I did not find a new policy. Now this one is going to terminate [PII].
[CUSTOMER][NEUTRAL] OK, cause it's not coming up at all for me to even verify for the appointments you have now in June.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it is active for June, correct?
[AGENT][NEUTRAL] It is active for June, yes, it's gonna terminate [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I'll just update it. um, but when it updated, it shows [PII], 30 days, but it's [PII], it will terminate. All right.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] That is correct, yes.
[AGENT][NEUTRAL] Is there anything else I may help you with this?
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][POSITIVE] That'll be it. Thank you.
[AGENT][POSITIVE] Mm. You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.