AccountId: 011433970860
ContactId: 21c7372d-ca4d-482b-857a-fe0d6b783e5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72139 ms
Total Talk Time (AGENT): 26499 ms
Total Talk Time (CUSTOMER): 29509 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/21c7372d-ca4d-482b-857a-fe0d6b783e5f_20250624T16:48_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]. I'm calling from Northwestern trying to verify a patient is eligible for benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] direct.
[AGENT][NEUTRAL] OK, thank you. And uh uh the policy number for the patient?
[CUSTOMER][NEUTRAL] I have a 01826170, M as in Mary, L as in Louis, 8.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] So this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK, and your supplement to her insurance?
[AGENT][NEUTRAL] Yes, it's a secondary gap policy.
[CUSTOMER][NEUTRAL] Got it. And is there a reference number for this call?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], first initial to last name, [PII] as [PII], and today's date. And anything else I can help with today?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] No, that's it thank you so much you have a good day.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye