AccountId: 011433970860
ContactId: 93a1656f-419b-48a2-a8b8-0a5645d00f9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86779 ms
Total Talk Time (AGENT): 44789 ms
Total Talk Time (CUSTOMER): 30386 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/93a1656f-419b-48a2-a8b8-0a5645d00f9b_20250220T20:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Washington University. I'm calling to verify eligibility for a member.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 2006179.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. All right, and we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, is there a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like Miss [PII]. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] Yes, the spelling of your name is great.
[AGENT][NEUTRAL] OK, that's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, so. Enjoy the rest of your day.
[AGENT][POSITIVE] You're welcome. You as well, Miss [PII] and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome.