AccountId: 011433970860
ContactId: 7b8126f2-8c37-4ba3-a4f5-1017bbdc2752
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72370 ms
Total Talk Time (AGENT): 20510 ms
Total Talk Time (CUSTOMER): 31810 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/7b8126f2-8c37-4ba3-a4f5-1017bbdc2752_20250516T15:47_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from UCSF Medical Center. I need to verify patient's eligibility, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of that patient?
[CUSTOMER][NEUTRAL] 01975672 M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, that is for [PII]. Birthday is [PII].
[AGENT][NEUTRAL] Well, it looks like the policy is effective [PII] and it looks like it's currently active.
[CUSTOMER][POSITIVE] Thank you so much. Have a good day.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][NEUTRAL] Thanks. Oh sorry, can I have the effective date one more time, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you. Have a good one. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.