AccountId: 011433970860
ContactId: 46748680-622e-4889-9486-f17888c19516
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91279 ms
Total Talk Time (AGENT): 35573 ms
Total Talk Time (CUSTOMER): 28958 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/46748680-622e-4889-9486-f17888c19516_20250312T21:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I was calling from UVA Health to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, ma'am, I can help you with eligibility. Can I please get your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, [PII], date of birth [PII].
[CUSTOMER][NEUTRAL] Policy number I have is 02287969.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and his effective date is [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much. That's all I needed to know.
[AGENT][POSITIVE] Alright thank you I hope you have a wonderful day [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.