AccountId: 011433970860
ContactId: 822cded5-e7cb-4229-ac09-3a2ae4abd831
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72690 ms
Total Talk Time (AGENT): 34053 ms
Total Talk Time (CUSTOMER): 30768 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/822cded5-e7cb-4229-ac09-3a2ae4abd831_20250418T17:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from the Medical College of Wisconsin to check on eligibility for a patient.
[AGENT][NEUTRAL] Alright, [PII], I'm happy to check eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number I have is 02500802.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then if I could get the uh patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and um date of birth will be [PII].
[AGENT][POSITIVE] All right, thank you so much. And are we looking for medical coverage or dental?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Medical, please.
[AGENT][NEUTRAL] Medical, OK.
[AGENT][NEUTRAL] Members's plan effective date is [PII]. It does look like the member's plan has terminated as of [PII].
[CUSTOMER][POSITIVE] OK. All right. Well, thank you so much for your help. I do appreciate it.
[AGENT][POSITIVE] Mm. You're welcome. Have a great day.
[CUSTOMER][POSITIVE] All right thanks you too bye bye.
[AGENT][NEUTRAL] Bye bye.