AccountId: 011433970860
ContactId: dedfe797-5ef9-4483-8c8b-162196f123d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127449 ms
Total Talk Time (AGENT): 48712 ms
Total Talk Time (CUSTOMER): 53819 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/dedfe797-5ef9-4483-8c8b-162196f123d2_20250422T13:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. So. How may I assist you?
[CUSTOMER][NEUTRAL] Why don't need the relationship I don't need.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Calling from Washington University School of Medicine Saint Louis, Missouri, and I was needing to verify eligibility on a patient, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. That is a direct line.
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] What phone number did I give you?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, cool, thank you. Um, the member ID number is 01742620.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And that's for [PII]
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And Ms. [PII], you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Alrighty, um.
[CUSTOMER][NEUTRAL] And that's actually um group number, I have 21729.
[AGENT][NEUTRAL] 21729. That is correct.
[CUSTOMER][POSITIVE] All [PII]. Thank you so much for your time. You have an awesome day.
[AGENT][NEUTRAL] You as well. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm