AccountId: 011433970860
ContactId: cfc41ce0-0cdb-4e39-a33a-d79ef229235f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78279 ms
Total Talk Time (AGENT): 38760 ms
Total Talk Time (CUSTOMER): 24720 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/cfc41ce0-0cdb-4e39-a33a-d79ef229235f_20250206T15:03_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from University of Kansas Health System. I need to check eligibility, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01835976
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, the name [PII] on [PII].
[AGENT][NEUTRAL] Perfect. Thank you, Ms. [PII]. All right, and you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] OK, that's all I need. Thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.