AccountId: 011433970860
ContactId: caf78492-bdbd-42da-b293-381ddcf6bddf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121779 ms
Total Talk Time (AGENT): 45488 ms
Total Talk Time (CUSTOMER): 48538 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/caf78492-bdbd-42da-b293-381ddcf6bddf_20250603T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You and I, uh, can you hear me now?
[AGENT][NEUTRAL] Yes, I can hear you now.
[CUSTOMER][NEUTRAL] Oh, OK, sorry, good morning or good afternoon, [PII]. This is [PII] with UVA or [PII] [PII]. I was calling to verify secondary coverage and its activeness on a patient that has an upcoming date of service with us.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, Ms. [PII], I can um check eligibility for you. Uh, can you please give me your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth [PII]. The policy number is 82202287984.
[AGENT][NEUTRAL] OK, let me look them up real quick.
[AGENT][NEUTRAL] Alright, I am showing that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And everything is current.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you very much. You have a wonderful rest of your day.
[AGENT][POSITIVE] You have a great one too, Miss [PII]. Thank you so much for calling APL today.
[CUSTOMER][NEUTRAL] Yes, ma'am. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.