AccountId: 011433970860
ContactId: 2730085e-33e9-4fb0-8bd4-5f84cc756a6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125389 ms
Total Talk Time (AGENT): 58858 ms
Total Talk Time (CUSTOMER): 40839 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/2730085e-33e9-4fb0-8bd4-5f84cc756a6f_20250404T18:19_UTC.wav
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[AGENT][NEUTRAL] Afternoon thank you for calling APL this is how may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII]. I'm calling to verify eligibility and benefits on a patient.
[AGENT][POSITIVE] Sure, I can assist you with eligibility and benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from from my location?
[CUSTOMER][NEUTRAL] University of Alabama at Birmingham Hospital.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02297085 M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] OK. Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you. Um, let me see if I find a new policy because this one is terminated. One moment, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I don't have a new policy for this member. Um, this policy was effective on [PII] and terminated [PII].
[CUSTOMER][NEUTRAL] Generation
[CUSTOMER][NEUTRAL] generation
[CUSTOMER][NEUTRAL] OK, and what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I'm gonna help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.