AccountId: 011433970860
ContactId: fc9713ea-cf3d-4621-abb5-1f3f2ecd4f75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76599 ms
Total Talk Time (AGENT): 23893 ms
Total Talk Time (CUSTOMER): 38861 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/fc9713ea-cf3d-4621-abb5-1f3f2ecd4f75_20250429T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with BJC Medical Group, and I need to verify eligibility for a patient's office visit today.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do. It is 02440275.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I show her policy effective [PII], and it is currently active.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Excellent and could I get a call reference number for this call today?
[AGENT][NEUTRAL] Uh, it's just my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] That is everything, thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.