AccountId: 011433970860
ContactId: eea8b42f-84a3-4120-ae1e-4f34414d8a4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99620 ms
Total Talk Time (AGENT): 34366 ms
Total Talk Time (CUSTOMER): 50526 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/eea8b42f-84a3-4120-ae1e-4f34414d8a4e_20250116T23:03_UTC.wav
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[AGENT][NEUTRAL] calling. My name is [PII]
[AGENT][NEUTRAL] Today
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, thank you for calling APL. My name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I work for uh Barnes Jewish uh Hospital Network. Um, I was calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] I'd be happy to assist with eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Uh yes, uh [PII] and select option one.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] OK, just a moment. OK. Policy number is 02542891.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] OK, this either one, yeah, inpatient, outpatient, yeah, um, you said [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] OK, alright, thank you, thank you, all right.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Not know. Alright, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK, uh-huh bye bye.