AccountId: 011433970860
ContactId: b0b5eab1-1047-4a5b-b830-887f46fb4373
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109650 ms
Total Talk Time (AGENT): 50927 ms
Total Talk Time (CUSTOMER): 55144 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/b0b5eab1-1047-4a5b-b830-887f46fb4373_20250115T18:27_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Good afternoon. Hello. Uh, my name is [PII], and I am calling you from UAB Medicine in [PII] calling to verify medical coverage for a patient, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I'd love to help you verify um some coverage today and did you say I, I'm not quite sure I catch your name. I got May. Did I get that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I apologize. Yes, I'm just [PII]
[AGENT][POSITIVE] OK perfect I appreciate that and do you mind if I also get a good call back number?
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] My direct number here is [PII].
[AGENT][NEUTRAL] Thank you. And what's your member's policy number?
[CUSTOMER][NEUTRAL] 1535061 M as in Mike L as in Larry and number 8.
[AGENT][POSITIVE] Thank you. I really appreciate that. And would you be able to verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, and that is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Alright, thank you so much. 1 2nd.
[CUSTOMER][NEUTRAL] Yes ma'am, OK.
[AGENT][NEUTRAL] All right. I do see Ms. [PII]. Unfortunately, it doesn't look like this policy is active anymore. It looks like it was effective from April I cannot talk. I'm so sorry. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] And I'm making that copious note. Thank you so much for your help and please have a great rest of your day bye bye.
[AGENT][POSITIVE] You too. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yes ma'am.