AccountId: 011433970860
ContactId: defd241c-77b9-4474-bfa9-695a82c5f364
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120639 ms
Total Talk Time (AGENT): 70896 ms
Total Talk Time (CUSTOMER): 31980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/defd241c-77b9-4474-bfa9-695a82c5f364_20250122T20:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Washington University Orthopedic. I just wanted to check eligibility please for a patient.
[AGENT][NEUTRAL] Alright, I can barely hear you and I am so sorry I did not catch your name.
[CUSTOMER][NEUTRAL] This is [PII] at Washington University Orthopedics. I just need to check eligibility, please.
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] OK, your name is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, uh, yeah, there's a bad, bad echo, so bear with me.
[AGENT][NEUTRAL] Let me get over there. OK, [PII], you said you want to get benefits on a patient. Is that correct?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][NEUTRAL] OK, uh, policy number, please.
[CUSTOMER][NEUTRAL] 02006184
[AGENT][NEUTRAL] Alright, [PII], thank you for that. Now, while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that. [PII], now what's your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright, [PII], thank you for all that information. Looks like [PII] is a dependent spouse.
[AGENT][NEUTRAL] From this medical supplemental plan, I do show her excuse me, original effective date is [PII], she is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want to check eligibility. Is that correct?
[CUSTOMER][NEUTRAL] I just needed to check eligibility that's all, yeah.
[AGENT][NEUTRAL] OK, was that all I can help you with, [PII]?
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for calling APO and you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you