AccountId: 011433970860
ContactId: ded2f193-358b-4541-8700-09a4093fd1b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68760 ms
Total Talk Time (AGENT): 22291 ms
Total Talk Time (CUSTOMER): 27040 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/ded2f193-358b-4541-8700-09a4093fd1b3_20250612T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from, uh, University of Michigan Health Sparrow Clinton Hospital. I was just checking if a patient of ours is still, um, active with your guys' insurance.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's that policy number for the patient?
[CUSTOMER][NEUTRAL] It is 02230091.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Yes, we've got this policy active and effective [PII].
[CUSTOMER][NEUTRAL] And then do you have a reference number you're able to give me?
[AGENT][NEUTRAL] It's just my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Um, no, that is all. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.