AccountId: 011433970860
ContactId: ab4a4372-8240-4bbb-af6b-e2cb7d0e647b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107650 ms
Total Talk Time (AGENT): 39857 ms
Total Talk Time (CUSTOMER): 40009 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/ab4a4372-8240-4bbb-af6b-e2cb7d0e647b_20250624T16:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Washington University School of Medicine, and I am just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] Uh yes ma'am, I can verify eligibility for you and you say your name is again?
[CUSTOMER][NEUTRAL] [PII], I mean, I'm saying your name, [PII], sorry.
[AGENT][NEUTRAL] OK, you're fine.
[AGENT][POSITIVE] But like it's nice to meet another [PII].
[AGENT][NEUTRAL] And Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Oh let me get that patient account hold on that information.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] see what's it's gonna be 0.
[CUSTOMER][NEUTRAL] 18978883.
[AGENT][NEUTRAL] Thank you, ma'am. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am and the patient's name, date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thatcher 420 or [PII].
[AGENT][NEUTRAL] OK, I show her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, and is there a call reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date if you like.
[CUSTOMER][POSITIVE] All right, thank you so much for your assistance and you have a great day.
[AGENT][POSITIVE] Alright, you too, and thank you so much for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK. All right. Bye-bye.
[AGENT][NEUTRAL] Bye.