AccountId: 011433970860
ContactId: 1bf81655-4923-45f7-894c-d1f4d4c74883
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77739 ms
Total Talk Time (AGENT): 39902 ms
Total Talk Time (CUSTOMER): 24390 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/1bf81655-4923-45f7-894c-d1f4d4c74883_20250626T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Washington University School of Medicine. I need to check eligibility on a patient.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Is 01828968
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just let me advise you the verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy expired on [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. All right then, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great day. Bye.
[CUSTOMER][NEUTRAL] OK, you too. Bye bye.