AccountId: 011433970860
ContactId: 261c9e97-eac0-4fec-a378-86a640c17450
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154500 ms
Total Talk Time (AGENT): 72128 ms
Total Talk Time (CUSTOMER): 42540 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/261c9e97-eac0-4fec-a378-86a640c17450_20250116T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], my name is [PII] calling from Washington University, and I'm checking eligibility on a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can you please give me your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is her policy number, please?
[CUSTOMER][NEUTRAL] 02275957
[AGENT][NEUTRAL] OK, let me pull her in real quick for us.
[AGENT][NEUTRAL] So that I can get you the eligibility.
[AGENT][NEUTRAL] OK, looking on this policy for [PII].
[AGENT][NEUTRAL] Uh, this policy is no longer active. It lapsed on [PII], but I'm checking to see if she does have an active policy. Let me look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She does. Let me give you that correct policy number of the active one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 255.
[AGENT][NEUTRAL] 6252.
[CUSTOMER][NEUTRAL] 2556252
[AGENT][POSITIVE] Yes, that's correct and.
[CUSTOMER][NEUTRAL] And is there a group number?
[AGENT][NEUTRAL] Yes, ma'am, it's 22517.
[CUSTOMER][NEUTRAL] Group number. OK.
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][NEUTRAL] [PII] and active. And the first initial to your last name?
[AGENT][NEUTRAL] It is [PII] like cat.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're very welcome. I hope you have a great day and thank you so much for calling ATL, Miss [PII].
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.