AccountId: 011433970860
ContactId: bb719c78-91b2-4824-853d-3ceebe456647
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71400 ms
Total Talk Time (AGENT): 36141 ms
Total Talk Time (CUSTOMER): 27670 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/bb719c78-91b2-4824-853d-3ceebe456647_20250505T12:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I work at Washington University Center and I need to verify that a patient's coverage is active, please.
[AGENT][POSITIVE] All right, I'm happy to check on coverage, [PII]. Do we have the policy number?
[CUSTOMER][NEUTRAL] Yes, 01742613.
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up.
[AGENT][NEUTRAL] And for documentation, do you have a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]. Excuse me.
[AGENT][NEUTRAL] No, no problem. So [PII] is active. His effective date is gonna be [PII]. We are the secondary insurance, so this covers deductible, co-pay, co-insurance from the primary.
[CUSTOMER][POSITIVE] All right, thank you so much sir.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.