AccountId: 011433970860
ContactId: 0b6d2ef1-fc28-42bf-b773-ae3a2992b426
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86980 ms
Total Talk Time (AGENT): 33201 ms
Total Talk Time (CUSTOMER): 41651 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/0b6d2ef1-fc28-42bf-b773-ae3a2992b426_20250515T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII] calling from Baptist Hospital in [PII], wanting to verify eligibility for a patient that has already been seen.
[AGENT][NEUTRAL] OK. And the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, it is 0161173 9 ML8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're just wanting to verify eligibility?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, date of service was [PII] of this year.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um [PII] and [PII]. Uh, date of birth is [PII].
[AGENT][POSITIVE] All right, thank you for that.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So I'm showing an effective date of [PII].
[AGENT][NEUTRAL] And let me get over here and I'll give you the information as far as eligibility. I show the policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Act
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Fantastic. All righty. Thank you, Ms. [PII]. I appreciate it.
[AGENT][NEUTRAL] Oh, you're welcome, [PII]. Anything else?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Same to you thank you.
[AGENT][NEUTRAL] Uh, bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.