AccountId: 011433970860
ContactId: b076e4e2-561c-4f5e-9805-61b13d928316
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174660 ms
Total Talk Time (AGENT): 72555 ms
Total Talk Time (CUSTOMER): 44081 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/b076e4e2-561c-4f5e-9805-61b13d928316_20250508T17:51_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] with the UAB Medicine registration and Insurance verification Center. I would like to verify eligibility on a Clarance [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you said your name is [PII], is that correct? OK, and you're just needing to verify eligibility only, is that right?
[CUSTOMER][NEUTRAL] Yes mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, that's just to see if it's still active.
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] Uh-huh, I can help you, sure, I can help you with that. And [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] It's [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 1432779.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][POSITIVE] Mhm you're welcome.
[AGENT][NEUTRAL] It's still loading some of my information here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and if you could please verify the patient's name again and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So he had been the spouse of the subscriber on the supplemental policy, but it is no longer active, [PII]. This policy had an effective date.
[AGENT][NEUTRAL] The effective date on the plan was [PII] and it turned [PII] and again there is no other active policy with us.
[CUSTOMER][NEUTRAL] OK, thank you [PII] for that. Do you have a call reference number?
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][POSITIVE] Yes, you would actually use my name along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII] you have a great rest of your day.
[AGENT][POSITIVE] Well, you're welcome. Yes, ma'am. I hope you do too. And is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Uh, no, that's all I need and thank you.
[AGENT][POSITIVE] OK [PII] again you're very welcome and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.