AccountId: 011433970860
ContactId: c75a3cc3-910f-4bf5-82d7-b6f75b07929f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80139 ms
Total Talk Time (AGENT): 38437 ms
Total Talk Time (CUSTOMER): 29678 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/c75a3cc3-910f-4bf5-82d7-b6f75b07929f_20250317T16:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling ATL. This is. May I help you?
[CUSTOMER][NEUTRAL] Hi, I, this is [PII] calling from Washington University's Department of Psychiatry. I need to see if a member's benefits are active.
[AGENT][NEUTRAL] OK, yes, ma'am, I can verify eligibility for you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02134945
[AGENT][NEUTRAL] Thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. Hold on one moment, please.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, I show he had a policy with us, but it terminated on [PII].
[CUSTOMER][POSITIVE] OK perfect that's what we just needed to know.
[AGENT][NEUTRAL] I, I don't show any active. OK, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nope, that is it.
[AGENT][POSITIVE] OK, well I thank you so much for calling APL. You have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.