AccountId: 011433970860
ContactId: ee3b146f-3945-43b9-ac30-c3653a0eec52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68940 ms
Total Talk Time (AGENT): 31483 ms
Total Talk Time (CUSTOMER): 31921 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/ee3b146f-3945-43b9-ac30-c3653a0eec52_20250506T13:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm just calling with UW Health Northern Illinois. I'm calling as I have a patient I need to verify coverage for.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh, my direct callback number is [PII] and the policy number is 02596312.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [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] Mhm. OK. Sounds good. Well, that is all that I needed. I do appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank