AccountId: 011433970860
ContactId: 91e9c543-a756-4561-b558-8924c20f34a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103360 ms
Total Talk Time (AGENT): 41973 ms
Total Talk Time (CUSTOMER): 50209 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/91e9c543-a756-4561-b558-8924c20f34a6_20250131T14:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] from UVA Medical Center, and I need your help to verify eligibility from one of our patients.
[AGENT][NEUTRAL] OK, could I get the spelling of your name, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII], OK. Thank you, [PII]. Can I get a callback number for you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and you did say you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes, and to spell your first name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Policy number shows that is 02287971.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy. Uh, and I show this policy has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't catch the effective date.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] One right. And actually [PII], that's all I need. Thank you for your assistance today. Have a great day and stay safe.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, sir. Have a wonderful weekend. Thank you for calling APO. Bye bye.
[CUSTOMER][POSITIVE] Thank you you too. Bye-bye.