AccountId: 011433970860
ContactId: b658db1b-c571-4063-bd64-ffdc3da0d5bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92279 ms
Total Talk Time (AGENT): 37628 ms
Total Talk Time (CUSTOMER): 34241 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/b658db1b-c571-4063-bd64-ffdc3da0d5bc_20250512T20:03_UTC.wav
--------------------------------------------
[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 with Washington University Orthopedics. I'm just needing to verify eligibility on a patient, please.
[AGENT][NEUTRAL] OK, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, my direct phone number is [PII] and then I have a policy number of 018978883.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, first name is [PII], last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Alrighty perfect um and then do you have a reference number for our call today?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alrighty perfect thank you so much.
[AGENT][POSITIVE] You're welcome, [PII], and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] All right you too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.