AccountId: 011433970860
ContactId: 056e2bc7-bd81-439f-976a-17fbb4d6e930
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119879 ms
Total Talk Time (AGENT): 45502 ms
Total Talk Time (CUSTOMER): 43405 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/056e2bc7-bd81-439f-976a-17fbb4d6e930_20250402T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Baptist Hospital. Just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. Can I please get your name and your, I'm sorry, I get your call back number you already gave me your name.
[CUSTOMER][NEUTRAL] Mhm. It's [PII].
[AGENT][NEUTRAL] Oh, Miss [PII], are you there?
[CUSTOMER][NEUTRAL] I'm here, can you hear me?
[AGENT][NEUTRAL] Oh OK yes I can hear you now yes ma'am. OK, may I get your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII] Date of birth [PII].
[CUSTOMER][NEUTRAL] And then the policy number I have is 02518765.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] I do show that [PII] does have an active policy with us and the effective date of the policy is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's all. I appreciate the help.
[AGENT][POSITIVE] Thank you and you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you too bye bye.