AccountId: 011433970860
ContactId: 0ea9adc9-1f63-477e-9b2c-c19fb77218c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122160 ms
Total Talk Time (AGENT): 21247 ms
Total Talk Time (CUSTOMER): 26648 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/0ea9adc9-1f63-477e-9b2c-c19fb77218c8_20250522T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number [PII].
[AGENT][NEUTRAL] Oh, thank you, Ms. [PII]. And what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Baptist Medical Group.
[AGENT][NEUTRAL] OK, and may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, name is [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] Let's see here. Policy number is
[CUSTOMER][NEUTRAL] 02122287
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Yeah