AccountId: 011433970860
ContactId: cdc615c5-41f0-414b-b814-259bf9f5c553
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72690 ms
Total Talk Time (AGENT): 33672 ms
Total Talk Time (CUSTOMER): 25959 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/cdc615c5-41f0-414b-b814-259bf9f5c553_20250530T20:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from registration at UW Health Northern Illinois, just calling to verify a patient's eligibility.
[AGENT][POSITIVE] All right, well, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It is area code [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] 02350217
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all I need. Thank you.
[AGENT][POSITIVE] Alright, you're welcome, [PII]. Thanks for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.