AccountId: 011433970860
ContactId: a0311659-f1f6-41fd-bd3f-b479a923f5f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94959 ms
Total Talk Time (AGENT): 45899 ms
Total Talk Time (CUSTOMER): 28809 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/a0311659-f1f6-41fd-bd3f-b479a923f5f0_20250409T19:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. 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 School of Medicine. I'm trying to verify coverage for a patient.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the coverage and [PII], may I have a good contact number in case we're disconnected and the um policy number?
[CUSTOMER][NEUTRAL] Sure, 31
[CUSTOMER][NEUTRAL] [PII]. The policy number is 01986025.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, I'm calling for [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. Uh, it was effective from [PII], and there was no other policies with APL after that one.
[CUSTOMER][POSITIVE] OK, thank you for your help. Is there a reference number I can have, please?
[AGENT][NEUTRAL] You're welcome. No, there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right, thank you for your help. Enjoy the rest of your day.
[AGENT][POSITIVE] You too. Thanks for calling [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK.