AccountId: 011433970860
ContactId: 0cfe9808-ded4-49d1-8639-1421cc50f5ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102879 ms
Total Talk Time (AGENT): 53039 ms
Total Talk Time (CUSTOMER): 25989 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/0cfe9808-ded4-49d1-8639-1421cc50f5ab_20250603T14:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Hospital to verify eligibility for a patient.
[AGENT][POSITIVE] I'm sure [PII] can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01813045 ML 8
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, she does have a new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, her new policy number is 02549483.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And the effective date on this policy?
[CUSTOMER][NEUTRAL] And is there a call reference?
[AGENT][NEUTRAL] Um, yes, the call reference number is my name and today's date. My name is [PII]. It's spelled [PII] Last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too.