AccountId: 011433970860
ContactId: aebe964c-0e55-4f55-b449-db61721fc57b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70180 ms
Total Talk Time (AGENT): 29999 ms
Total Talk Time (CUSTOMER): 22588 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/aebe964c-0e55-4f55-b449-db61721fc57b_20250522T15:48_UTC.wav
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[AGENT][NEUTRAL] For contacting UTI. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify insurance on a patient.
[AGENT][NEUTRAL] I can help with eligibility with whom am I speaking, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII], thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It's 00750499.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and it is [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. And uh is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Her policy went into effect on [PII].
[AGENT][NEUTRAL] Um, [PII] is active on this policy. Is there anything else at all I can help with, [PII]?
[CUSTOMER][POSITIVE] No ma'am thank you.
[AGENT][POSITIVE] OK, well thank you for contacting EP have a good.