AccountId: 011433970860
ContactId: 0342a8df-fad4-4bd3-b7e5-588b07901835
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82559 ms
Total Talk Time (AGENT): 40950 ms
Total Talk Time (CUSTOMER): 35766 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/0342a8df-fad4-4bd3-b7e5-588b07901835_20250319T21:25_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling the APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I am calling from the BJC Primary Care Group. I'm calling to verify eligibility for one of our patients.
[AGENT][POSITIVE] Thank you, it would be my pleasure to assist you with that eligibility. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and that is direct.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 134927
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with that eligibility, [PII]. I'm showing that [PII]'s policy is active. Effective date is [PII]. And this is a secondary policy to her primary insurance. Anything else I can help you with today?
[CUSTOMER][POSITIVE] That'll be all, [PII]. I appreciate your information.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling APL and I hope you have a lovely evening.
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.