AccountId: 011433970860
ContactId: 1f7ddcfc-7968-4786-bfce-77c335822d90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98069 ms
Total Talk Time (AGENT): 45044 ms
Total Talk Time (CUSTOMER): 36722 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/1f7ddcfc-7968-4786-bfce-77c335822d90_20250507T17:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] I'm calling with Washington University Orthopedics. I'm just needing to verify eligibility on a patient, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility, [PII], and may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, um, a good phone number is [PII], and that's a direct line.
[CUSTOMER][NEUTRAL] And then um the policy number is 02263101.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] All right. Perfect. And then do you have a reference number for our call today?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and again that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alrighty perfect thank you so much for your help today I appreciate it.
[AGENT][POSITIVE] You're welcome [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that should be all.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Alright, you too. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.