AccountId: 011433970860
ContactId: 54845a8d-facd-48a9-919a-2788105f5a56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110339 ms
Total Talk Time (AGENT): 40978 ms
Total Talk Time (CUSTOMER): 45358 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/54845a8d-facd-48a9-919a-2788105f5a56_20250612T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and I'm with UW Health Swedish American and we were calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, that is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I do. That is 02350221.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that. Give me just a moment, this was for medical correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, so as of this point, give me just a moment, let me check this.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so as of this particular moment the policy is active, however, it does have a term date of [PII].
[CUSTOMER][POSITIVE] All right. All right. That is what we needed. Thank you so much for your help this morning and you have a great rest of your day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely you too thank you bye bye.
[CUSTOMER][POSITIVE] Thank you. You're welcome. Bye-bye.