AccountId: 011433970860
ContactId: 9203ab92-f3c1-4056-954a-0b808b3a5042
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110699 ms
Total Talk Time (AGENT): 50988 ms
Total Talk Time (CUSTOMER): 38898 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/9203ab92-f3c1-4056-954a-0b808b3a5042_20250213T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling with Washington University internal medicine, and I just need to verify eligibility for a patient.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on eligibility and benefits today. Do we have a policy number for the patient?
[CUSTOMER][NEUTRAL] Um, I have 02033184.
[AGENT][NEUTRAL] OK. Let me pull that up here.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it does look like uh the member did have a secondary plan with us. It has lapsed as of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Show any other active coverage with us.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK great thank you and do you have a reference number for the call?
[AGENT][NEUTRAL] Yeah, absolutely. So that's gonna be my name with my last initial and then today's date. My name again is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][NEUTRAL] OK, and just today's date you said?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Bye bye.