AccountId: 011433970860
ContactId: 0acf93fe-85f8-458b-a3a4-7cab43b5ea8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121220 ms
Total Talk Time (AGENT): 38718 ms
Total Talk Time (CUSTOMER): 62900 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/0acf93fe-85f8-458b-a3a4-7cab43b5ea8d_20250604T16:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. I'm calling from Baptist Hospital. I was wondering if you can assist me with the patients, um, benefits and, and double check if they're active with you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sure. I can help with eligibility and benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, of course. My name is [PII] and our phone number is [PII], and [PII] is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do, allow me one moment here.
[CUSTOMER][NEUTRAL] I am showing 023178.
[CUSTOMER][NEUTRAL] 25 letter M for Mary, L for Larry, number 8.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Well it looks like the policy has terminated [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, let me make sure there's not an active one after this. Yeah, looks like that's the last term date we have.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. Now, [PII], would you happen to have a reference number for me for this call? or should I just use your name as a reference?
[AGENT][NEUTRAL] Uh just my name and today's date. And anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] Well, may I have the spelling of your name, please?
[AGENT][POSITIVE] Oh, absolutely. It's [PII]. It's [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect. Thank you so very much, [PII]. I really appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thanks bye bye.