AccountId: 011433970860
ContactId: 690049e4-a2cb-4fa2-ab6e-a10006cb5e9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82440 ms
Total Talk Time (AGENT): 34111 ms
Total Talk Time (CUSTOMER): 23448 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/690049e4-a2cb-4fa2-ab6e-a10006cb5e9d_20250225T16:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi there. My name's [PII]. I'm with the University of Kansas Hospital, and I was just calling to confirm eligibility on a patient of ours.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 01904327.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you. All right, and you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Perfect alright thank you so much I appreciate your time.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] No