AccountId: 011433970860
ContactId: a04b3d56-ed61-4a8d-89e9-2a111e7c5271
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119790 ms
Total Talk Time (AGENT): 50432 ms
Total Talk Time (CUSTOMER): 49683 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/a04b3d56-ed61-4a8d-89e9-2a111e7c5271_20250430T17:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Barnes Jewish Hospital to check eligibility on a patient, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the eligibility. Can I please get your callback number, ma'am, just in case the call is dropped.
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[CUSTOMER][NEUTRAL] [PII] choose option 1.
[AGENT][NEUTRAL] OK, thank you, ma'am. And then may I also have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. Her name is [PII]. Date of birth [PII] and uh policy number is 01663330.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][POSITIVE] OK, I do show that Ms. [PII] does have an active policy with us.
[AGENT][NEUTRAL] The effective date of her policy is [PII] and it is current and active.
[CUSTOMER][NEUTRAL] OK. Can you tell if it's a primary insurance or would it be like a secondary?
[AGENT][NEUTRAL] This is a secondary insurance.
[CUSTOMER][POSITIVE] OK, thank you. All right, just wanted to make sure. Well, thank you. Have a good day.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] I think that is it. I appreciate your help today.
[AGENT][POSITIVE] Well you have a wonderful week and thank you so much for calling APL Miss [PII].
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mm bye-bye, ma'am.