AccountId: 011433970860
ContactId: d8284a09-19df-4b4c-ab7d-f030daa1c993
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122279 ms
Total Talk Time (AGENT): 47267 ms
Total Talk Time (CUSTOMER): 44982 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/d8284a09-19df-4b4c-ab7d-f030daa1c993_20250314T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify eligibility for a patient please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I please get your name, your callback number, and the name of the facility you're calling from, please?
[CUSTOMER][NEUTRAL] Yes, I'm my name is [PII]. The number is [PII] option 5, and then, um, we're calling from Washington University Orthopedics.
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Date of birth is um [PII] [PII].
[AGENT][NEUTRAL] OK, and then Ms. [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02006184.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK then and this is um secondary correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, all right then thank you so much you have a great day.
[AGENT][NEUTRAL] You too, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] You know, yes, you have a reference number for this call.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Alright, what's your last, um, your first initial last name?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] OK, thank you so much to have a great day.
[AGENT][POSITIVE] You too, Ms. [PII]. Have a wonderful weekend and thanks for calling ATL.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.