AccountId: 011433970860
ContactId: 54ad1bfd-b968-4869-a2f9-5896874ccb39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78940 ms
Total Talk Time (AGENT): 40021 ms
Total Talk Time (CUSTOMER): 36311 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/54ad1bfd-b968-4869-a2f9-5896874ccb39_20250108T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi [PII], good morning. [PII] calling from Washington University School of Medicine. I'd like to verify your patient's eligibility, please.
[AGENT][NEUTRAL] Yeah, I can take eligibility for you [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh huh, sure, [PII] is my direct confidential line.
[AGENT][NEUTRAL] Got it, thank you for that. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. 01897871.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Alright, thank you so much. I appreciate your help and time.
[AGENT][NEUTRAL] Oh, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.