AccountId: 011433970860
ContactId: 1e5061c2-6f10-411e-ac72-933784c4d37d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100250 ms
Total Talk Time (AGENT): 45581 ms
Total Talk Time (CUSTOMER): 38954 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/1e5061c2-6f10-411e-ac72-933784c4d37d_20250115T16:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes hi [PII], I'm calling from BJC Medical Group. I am calling to verify uh that a patient of ours plan is still active and current.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] last initial [PII], phone number [PII].
[AGENT][POSITIVE] Thank you, [PII]. I appreciate that. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient is [PII]
[AGENT][NEUTRAL] OK. And the patient's date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is Miss [PII]'s policy number?
[CUSTOMER][NEUTRAL] Um, I show 01836446.
[AGENT][NEUTRAL] OK, let me pull that policy in real quick.
[AGENT][NEUTRAL] OK, looking at this policy, it is no longer active. The policy lapsed on [PII], but I'm going to check to see if she has anything active with us.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] She does not.
[CUSTOMER][NEUTRAL] She does not. OK, that's what I needed to know.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] All right. Well, you have a great day and thanks for calling APL. You take care, Ms. [PII].
[CUSTOMER][POSITIVE] Uh huh thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome bye bye.