AccountId: 011433970860
ContactId: 29b13002-afe1-498d-aa1e-6372ed3242ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82199 ms
Total Talk Time (AGENT): 45704 ms
Total Talk Time (CUSTOMER): 25292 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/29b13002-afe1-498d-aa1e-6372ed3242ef_20250227T15:56_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Washington University. I'm calling to verify eligibility.
[AGENT][POSITIVE] It would be my pleasure to assist you with that eligibility. Do you mind spelling your name for documentation?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you, [PII]. I like that name. That's pretty. What is the, what is the policy number please, ma'am?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 01668806.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you and it'd be my pleasure to help you with that eligibility. And she came out, I'm showing that this policy actually termed on [PII]. He does not have active coverage with the APL.
[CUSTOMER][POSITIVE] Thank you so much. You enjoy the rest of your day.
[AGENT][POSITIVE] I hope you do too, [PII]. Thank you for calling APL. It was a pleasure to assist you with that eligibility. Have a lovely day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.