AccountId: 011433970860
ContactId: c58088db-829a-4ede-9f95-74abc2c051d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87919 ms
Total Talk Time (AGENT): 39118 ms
Total Talk Time (CUSTOMER): 35621 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/c58088db-829a-4ede-9f95-74abc2c051d3_20250214T16:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, hi, this is [PII] calling from BJC Medical Group. I am just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, policy number that I have for this patient is.
[CUSTOMER][NEUTRAL] Sorry I had it pulled up and it went away. It is uh 02587374.
[AGENT][NEUTRAL] OK, thank you. Let's see, and verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, and you say you're calling for eligibility. Um, showing his effective date is [PII], and he is active on the policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect, that's what I needed. Is there a reference number for the call?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, what is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much you have a great day.
[AGENT][POSITIVE] Alright, you're welcome. You too, Ms. [PII]. Thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye.