AccountId: 011433970860
ContactId: 9761d1d5-a39d-4045-b617-9f4ee1ea551d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58919 ms
Total Talk Time (AGENT): 26560 ms
Total Talk Time (CUSTOMER): 22665 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/9761d1d5-a39d-4045-b617-9f4ee1ea551d_20250515T14:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For contacting. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm trying to verify eligibility for a patient please.
[AGENT][NEUTRAL] I can help with eligibility. Does who am I speaking to me?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with the Nebraska Medical Center.
[AGENT][NEUTRAL] OK, thank you. And what is that um policy number, please?
[CUSTOMER][NEUTRAL] 02575994
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] I do appreciate that. I just need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Direct line is [PII].
[AGENT][NEUTRAL] Thank you. Just because the policy went into effect on [PII]. It is active. Is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][POSITIVE] No, that's all I needed to know thank you for your help.
[AGENT][POSITIVE] OK, thanks for contacting AP.