AccountId: 011433970860
ContactId: 7aa2cb37-8e67-470f-9fc3-c90a6606097b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73199 ms
Total Talk Time (AGENT): 26038 ms
Total Talk Time (CUSTOMER): 33687 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/7aa2cb37-8e67-470f-9fc3-c90a6606097b_20250228T20:06_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi there, uh, my name is [PII] and I'm calling with UW Health of Northern Illinois and we're just calling to confirm eligibility for a patient if possible.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII], if I can get a good contact number for you.
[CUSTOMER][NEUTRAL] Yeah, um, that's gonna be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have the policy number here as 02350217.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have first name is [PII], last name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, no benefits, just eligibility. So if that is active with no termination date, then we should be all set.
[AGENT][POSITIVE] Alright, well thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.