AccountId: 011433970860
ContactId: 0429c447-6f2a-44c6-add8-27de3a698d97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130399 ms
Total Talk Time (AGENT): 51026 ms
Total Talk Time (CUSTOMER): 31977 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/0429c447-6f2a-44c6-add8-27de3a698d97_20250515T21:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Washington University School of Medicine. I like to check eligibility on the patient.
[AGENT][NEUTRAL] You're checking for eligibility?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you so much. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 01907891.
[AGENT][NEUTRAL] Alright, one moment while I look that up, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much for verifying that.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] I'm showing that this policy is active with an effective date of [PII]. This is a Medlink policy, which is a secondary gap policy, meaning that we will need the primary insurance or major medical explanation of benefits first before this uh policy will pay.
[AGENT][NEUTRAL] And is there anything else?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, no, that's it.
[AGENT][POSITIVE] All right, [PII], thank you so much for calling ATL and have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.