AccountId: 011433970860
ContactId: 0ba7bd0d-25e8-47cf-8818-5bac3260348d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102959 ms
Total Talk Time (AGENT): 46419 ms
Total Talk Time (CUSTOMER): 32280 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/0ba7bd0d-25e8-47cf-8818-5bac3260348d_20250522T12:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] from Baptist Hospital. I need to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 01672567.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] And what is the group name and group number?
[AGENT][NEUTRAL] Um, hold on one moment.
[AGENT][NEUTRAL] The group name is Premier.
[AGENT][NEUTRAL] Clinical
[AGENT][NEUTRAL] Research.
[AGENT][NEUTRAL] Institute
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um I'm sorry, group number is 23038.
[CUSTOMER][NEUTRAL] OK, and she is the subscriber correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK great that's all I needed thanks for your help.
[AGENT][POSITIVE] You're welcome, sir. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye