AccountId: 011433970860
ContactId: 2dca02e2-8309-4ad0-b57d-957a40cceda3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97339 ms
Total Talk Time (AGENT): 40762 ms
Total Talk Time (CUSTOMER): 36068 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/2dca02e2-8309-4ad0-b57d-957a40cceda3_20250604T13:16_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, eligibility, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and the callback number?
[CUSTOMER][NEUTRAL] Yes you can. It's [PII] from Washington University [PII].
[AGENT][NEUTRAL] [PII], spell your name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] [PII], you're calling to verify benefits eligibility. What is the member's policy number?
[CUSTOMER][NEUTRAL] 02467415
[CUSTOMER][NEUTRAL] It's for [PII] 51267.
[AGENT][NEUTRAL] And you're calling to verify outpatient benefits.
[CUSTOMER][POSITIVE] Uh, yes, yes, this is eligible effectively.
[AGENT][NEUTRAL] Her policy has been active.
[AGENT][NEUTRAL] OK, so her policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Active, OK, alright and uh let's see and let's see, do you give reference numbers for the call?
[AGENT][NEUTRAL] We don't provide those [PII], however, you can use my name in today's date as a reference is [PII], and today's date is a reference because we don't provide reference number.
[CUSTOMER][POSITIVE] Alrighty thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you you too thanks bye bye.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright.