AccountId: 011433970860
ContactId: 08a9eff8-60b3-47f4-8005-f40eb0bbd45f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117730 ms
Total Talk Time (AGENT): 33266 ms
Total Talk Time (CUSTOMER): 34077 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/08a9eff8-60b3-47f4-8005-f40eb0bbd45f_20250514T17:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm just trying to verify a patient's eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and who are you calling with?
[CUSTOMER][NEUTRAL] Baptist physician Surgery Center.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII], and it's a direct line.
[AGENT][POSITIVE] Thank you so much. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's D as in Delta 43,302,310.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there another number on that card?
[CUSTOMER][NEUTRAL] Let me see 433-02310.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, that number is for 90 degrees. So you might need to uh
[CUSTOMER][NEUTRAL] Maybe they put it
[AGENT][NEUTRAL] Call 90 degrees.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And I need degree. I'm sorry. Mhm.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] Alright, thank you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] Alright, thank you so much for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye.