AccountId: 011433970860
ContactId: e1801cc0-90ff-4e42-93ea-c3a566355c7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97800 ms
Total Talk Time (AGENT): 33567 ms
Total Talk Time (CUSTOMER): 43962 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/e1801cc0-90ff-4e42-93ea-c3a566355c7e_20250623T17:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I am calling on behalf of Barnes Saint Peter's Hospital uh to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII] and option one.
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02621795.
[AGENT][NEUTRAL] Thank you [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And can I verify his date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] I, I just wanted to verify eligibility.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Not enough, thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APA. You have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] All right. OK. Uh-huh. All right. You too. Thank you. Bye-bye.