AccountId: 011433970860
ContactId: 7c46d218-1e38-45e8-a6cb-218f72f71668
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81489 ms
Total Talk Time (AGENT): 34068 ms
Total Talk Time (CUSTOMER): 26651 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/7c46d218-1e38-45e8-a6cb-218f72f71668_20250415T17:45_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with UVA Medical Center. I was just calling to verify eligibility for a member if you have a moment.
[AGENT][NEUTRAL] Yes, ma'am. I can help you today with eligibility. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] I do it's 02287984.
[AGENT][POSITIVE] OK, perfect. And then what's a good call back number, [PII] in case our call gets dropped?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right, perfect. And then the patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] and date of birth is [PII].
[AGENT][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] OK, and it looks like the policy is active and the effective date is 10, or sorry, [PII].
[CUSTOMER][POSITIVE] That is perfect. Thank you so much for your help. I hope you have a great day.
[AGENT][POSITIVE] Yeah, of course, you too. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Nope, that's it thank you.
[AGENT][POSITIVE] All right, yeah, thanks for calling APL.
[AGENT][NEUTRAL] Mhm. Alright, bye.
[CUSTOMER][POSITIVE] Thank you bye bye.