AccountId: 011433970860
ContactId: 21a5a84f-f4e2-4906-92e6-43405c415845
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91790 ms
Total Talk Time (AGENT): 41136 ms
Total Talk Time (CUSTOMER): 39581 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/21a5a84f-f4e2-4906-92e6-43405c415845_20250507T18:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from BJC registration. Are you able to help me, um, verify a patient's benefits?
[AGENT][NEUTRAL] Yes, I can help you with benefits, Ms. [PII]. Can I please get your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure it is [PII] I'm sorry [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII] and the ID is 01907881 and I actually just need the coverage eligibility period that's really it.
[AGENT][NEUTRAL] OK, I can help you with that. I do show that [PII] does have an active policy and his effective date is [PII] and the policy is current and active.
[CUSTOMER][POSITIVE] OK, that's all I need thank you very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a great rest of your day and weekend. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you and you do the same bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.