AccountId: 011433970860
ContactId: a95f8870-97f0-456f-ae4e-1c62caa9fd84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137580 ms
Total Talk Time (AGENT): 56149 ms
Total Talk Time (CUSTOMER): 65883 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/a95f8870-97f0-456f-ae4e-1c62caa9fd84_20250421T13:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is A [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling on behalf of Washington University School of Medicine in [PII]. How are you this morning?
[AGENT][POSITIVE] I am good. How are you this morning?
[CUSTOMER][NEUTRAL] I'm good thank you. I am calling in regards to a patient that presented an APL card, um, but it's, it's from the card was scanned in [PII], so I wanna confirm that the product is still valid and then also obtain the claim's mailing address.
[AGENT][POSITIVE] OK, and I'm so sorry. May I have your name again, please? I'm so sorry.
[CUSTOMER][NEUTRAL] It's uh [PII]
[AGENT][NEUTRAL] OK, thank you [PII] and your call back number for you're disconnected?
[CUSTOMER][NEUTRAL] Uh, it's area code [PII]. That is HIPAA compliant secure voicemail direct line.
[AGENT][POSITIVE] Thank you so much. And may I have that policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, yeah, 02006179. Sorry about the loud email notification in the background.
[AGENT][NEUTRAL] Uh, no problem, no problem. Just to confirm, I have that as 02006179.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you so much. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much. And you're calling to check to see if he's still active and to verify our mailing address. OK, give me one second, please. OK.
[CUSTOMER][NEUTRAL] Yes, mhm, just because we have one in the system, but then there's a different one on the card, but I know that addresses can change, so yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, of course, of course, um, he shows effective as of [PII], he shows active first and also our mailing address is now [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, so, uh, yeah, that, and we have the old, it looks like the we have the old [PII] one in here, so I will update and we will get the secondary claim over to you. Thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you so much for calling. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.