AccountId: 011433970860
ContactId: f325ca4c-db80-4020-baf0-fd39ab80d1e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100319 ms
Total Talk Time (AGENT): 49100 ms
Total Talk Time (CUSTOMER): 37270 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/f325ca4c-db80-4020-baf0-fd39ab80d1e5_20250318T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling with Washington University Orthopedics. I am just needing to verify eligibility on a patient, please.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility today, [PII]. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I do. It is 02263101.
[AGENT][NEUTRAL] Alright thank you let me pull this up here.
[AGENT][NEUTRAL] And do you have a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, my direct line is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, I have a patient's first name is [PII]. Last name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date is [PII]. We're the member's secondary insurance, so this is gonna cover deductible, co-pay, co-insurance of the primary does not.
[CUSTOMER][NEUTRAL] All right perfect um and then do you have a reference number for our call today?
[AGENT][NEUTRAL] Absolutely. Call reference would be my name with my last initial and then today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Alrighty perfect thank you so much for all your help today I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.