AccountId: 011433970860
ContactId: 0207d80d-b195-4dd1-85ef-43275b243888
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83449 ms
Total Talk Time (AGENT): 39998 ms
Total Talk Time (CUSTOMER): 27789 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/0207d80d-b195-4dd1-85ef-43275b243888_20250310T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Hospital calling to just verify patients eligibility.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 022 039.
[CUSTOMER][NEUTRAL] 37 ML 8.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK. And then what was your name again? I'm sorry?
[AGENT][NEUTRAL] It's OK. It's uh [PII]
[CUSTOMER][NEUTRAL] With your last initial?
[AGENT][NEUTRAL] A, is there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.