AccountId: 011433970860
ContactId: b313c732-c843-427f-91cf-4f2c344affe5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100349 ms
Total Talk Time (AGENT): 41054 ms
Total Talk Time (CUSTOMER): 36248 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b313c732-c843-427f-91cf-4f2c344affe5_20250603T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling to verify eligibility.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility, ma'am. Can I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the name of the facility is Barnes, B A R N E S, Jewish Hospital.
[AGENT][POSITIVE] OK, thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] 0166331
[CUSTOMER][NEUTRAL] Oh, I'm sorry, 01663331.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy. The effective date of the policy is [PII], and the policy is current.
[CUSTOMER][POSITIVE] OK, thank you that's all that I needed and you have a good day.
[AGENT][POSITIVE] OK. Well, miss, yes, Ms. [PII], you have a good day too, and thank you for calling APL.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mm bye bye.