AccountId: 011433970860
ContactId: 8b0a0d07-1081-4fdd-9172-a002aa1dee89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101480 ms
Total Talk Time (AGENT): 25572 ms
Total Talk Time (CUSTOMER): 30380 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/8b0a0d07-1081-4fdd-9172-a002aa1dee89_20250401T18:33_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm with UW Health in [PII]. I am calling to see if I can get eligibility on a patient, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII] and that's a direct number for me.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And let's see, what is that policy number of the patient, please?
[CUSTOMER][NEUTRAL] 023 5
[CUSTOMER][NEUTRAL] 021 7
[AGENT][POSITIVE] OK, thank you
[AGENT][NEUTRAL] And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII], birthday [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you say eligibility and benefits?
[CUSTOMER][NEUTRAL] Just eligibility. I wanna make sure he's still active.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I've got him effective [PII] and he is still active.
[CUSTOMER][POSITIVE] Perfect, thank you for your help I appreciate it.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You also. Bye bye.
[AGENT][NEUTRAL] Bye.