AccountId: 011433970860
ContactId: 66534426-08e1-4499-a1d1-a023e5521b67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115370 ms
Total Talk Time (AGENT): 57713 ms
Total Talk Time (CUSTOMER): 36718 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/66534426-08e1-4499-a1d1-a023e5521b67_20250102T18:49_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 University of Michigan Health Bureau Clinton Hospital. I was just calling to make sure a patient of ours is still um active with your insurance.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility today, [PII]. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02117473.
[AGENT][POSITIVE] All right, thank you so much. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yep it's [PII].
[AGENT][POSITIVE] Thank you so much. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] All right, thank you so much for that.
[AGENT][NEUTRAL] All right, so it looks like the patient does have an active plan with us. It is a different policy number. Do you wanna write that down?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, uh, the effective policy is gonna be 02230106.
[CUSTOMER][NEUTRAL] What is that number?
[AGENT][NEUTRAL] The effective date on this is [PII] still active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, um, and then do you have a reference number I can get from you?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initials in today's date. My name is [PII] spelled [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.