AccountId: 011433970860
ContactId: d890ae1d-cf90-4c1c-b4b6-302fe6f35660
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82330 ms
Total Talk Time (AGENT): 37130 ms
Total Talk Time (CUSTOMER): 31547 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/d890ae1d-cf90-4c1c-b4b6-302fe6f35660_20250403T15:05_UTC.wav
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[CUSTOMER][POSITIVE] Why are you so cute, baby?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name's [PII]. I'm with the University of Kansas Hospital and I was calling to confirm eligibility on a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] and uh date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 01904327.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy, and the effective date of the policy is [PII].
[CUSTOMER][POSITIVE] Perfect all right thank you so much I appreciate your time.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Nope, that should do it.
[AGENT][POSITIVE] OK, well, you have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm bye bye.