AccountId: 011433970860
ContactId: 0ab3f018-effe-4d23-9c2f-2cc31a106feb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72699 ms
Total Talk Time (AGENT): 28520 ms
Total Talk Time (CUSTOMER): 29659 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/0ab3f018-effe-4d23-9c2f-2cc31a106feb_20250402T15:52_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Hospital calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, [PII] I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the policy is 02460297ML8.
[AGENT][NEUTRAL] That's good, could you verify the patient's name and date of birth that you're requiring benefits for today?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you. This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] You're calling to verify outpatient benefits?
[CUSTOMER][POSITIVE] Perfect, thank you. And what was your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It was just to verify eligibility.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][POSITIVE] OK, got it, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL [PII]. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too. Bye-bye