AccountId: 011433970860
ContactId: 0b653a5f-5e39-4ac1-a67a-3318122141b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99349 ms
Total Talk Time (AGENT): 51521 ms
Total Talk Time (CUSTOMER): 33213 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/0b653a5f-5e39-4ac1-a67a-3318122141b5_20250325T19:37_UTC.wav
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[AGENT][POSITIVE] Afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, hi, my name is [PII]. I'm calling from University of Louisville campus Health. I'm calling to verify eligibility on a patient please.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well it would be my pleasure to assist you, and I do apologize. I did not hear your name completely. Did you say [PII]? Thank you. And what is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy is 02400832.
[AGENT][NEUTRAL] And tell me, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] Uh, [PII] and the last name is [PII]
[AGENT][NEUTRAL] I would have spelled it too. What is, what is the date of birth, please?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] All right, thank you. Well, [PII], and I understand you were needing eligibility for the patient?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I can help you with that. I am showing that the policy, you're welcome. Policy is active with the effective date of [PII].
[CUSTOMER][POSITIVE] Well thank you.
[CUSTOMER][POSITIVE] All right well thank you very much and you have a lovely day.
[AGENT][POSITIVE] I hope you do too, [PII], and thank you for calling APL. It's my pleasure to assist you with that eligibility and take care.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.