AccountId: 011433970860
ContactId: e9cd0d53-f9d0-40f6-b91d-8740dcbeaf7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141350 ms
Total Talk Time (AGENT): 47133 ms
Total Talk Time (CUSTOMER): 70227 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/e9cd0d53-f9d0-40f6-b91d-8740dcbeaf7d_20250523T14:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Last name initial [PII], calling from the University of Utah Hospitals. I wanted to check if um some benefits for patient and also authorization requirements.
[AGENT][POSITIVE] OK, I can verify benefits for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] It's [PII] spelled [PII].
[AGENT][NEUTRAL] OK, thank you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So it is 02545999.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it is [PII], no extension.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] So it is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe
[AGENT][NEUTRAL] Uh, well, I sure she had a policy with us, um, effective [PII] and it terminated on [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][POSITIVE] OK, OK, got it, thank you so much for that information. um, I think that was all I needed to know so do you have any reference number for this call?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK, and can you tell me your name again and last name initial?
[AGENT][NEUTRAL] Uh yes, it's [PII] last initial [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Got it. OK, thank you so much for your help today, [PII], and have a wonderful rest of the day.
[AGENT][POSITIVE] All right, you too, Miss. [PII], and thank you for calling APL. Have a great day and weekend.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.