AccountId: 011433970860
ContactId: b00e086e-6f67-4cd5-b4a8-ad6bfafa62ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145660 ms
Total Talk Time (AGENT): 55706 ms
Total Talk Time (CUSTOMER): 55319 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/b00e086e-6f67-4cd5-b4a8-ad6bfafa62ae_20250127T20:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, my name's [PII]. I'm calling from University of Louisville campus health. I need to verify insurance on a patient, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you um verify your um patient. And you said you were University of Louisville?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK, and um and and you just want eligibility. Miss [PII], can I get your call back number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It it oh I'm gonna have to spell it for you. The first name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, and then what is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the patient's policy number.
[CUSTOMER][NEUTRAL] Is 02400832.
[AGENT][NEUTRAL] OK, let me pull that policy up for us real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date is [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, and can you verify her um medical ID number down there? It's kind of hard for me to read on her, um, card that she has.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You said that was [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you very much you have a lovely day.
[AGENT][POSITIVE] You too, Ms. [PII] you have a blessed one. Thanks for calling APL.
[CUSTOMER][POSITIVE] No problem mm bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.