AccountId: 011433970860
ContactId: 00dfc7b4-bc5a-412c-a047-ec54e2828088
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79279 ms
Total Talk Time (AGENT): 27009 ms
Total Talk Time (CUSTOMER): 33616 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/00dfc7b4-bc5a-412c-a047-ec54e2828088_20250410T14:29_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], hi, my name's [PII] and I'm calling from Baptists. I need an eligibility date for a member, please.
[AGENT][NEUTRAL] OK. Do you have a phone number in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]. Direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] I have 0206.
[CUSTOMER][NEUTRAL] 4133.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth of [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you're wanting eligibility date?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][POSITIVE] Perfect. Mhm.
[CUSTOMER][POSITIVE] Great. Thank you, [PII]. That's all I needed for today.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.