AccountId: 011433970860
ContactId: 12fac428-19aa-416a-a23b-05c060ef31cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79970 ms
Total Talk Time (AGENT): 40870 ms
Total Talk Time (CUSTOMER): 33542 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/12fac428-19aa-416a-a23b-05c060ef31cc_20250325T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] from UW Health Hospital and Clinic registration. I'd just like to check eligibility for patient, please.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes. Sure. [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. 2 it's 02501800.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] This is for [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] OK, good. All right. Well, thank you. I appreciate your help today. That's what I needed to know.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Alright, there wasn't anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Alright well thanks for calling APL yes ma'am thank you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye now.
[AGENT][POSITIVE] Thanks bye bye.