AccountId: 011433970860
ContactId: 0edaca6d-2f6e-4b06-b3a1-19fa50baba49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101559 ms
Total Talk Time (AGENT): 47332 ms
Total Talk Time (CUSTOMER): 36815 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/0edaca6d-2f6e-4b06-b3a1-19fa50baba49_20250430T16:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling with Baptist referral department. I'm calling to verify member eligibility, please.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility. I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and may I have a
[CUSTOMER][NEUTRAL] And you said your name was [PII]?
[AGENT][NEUTRAL] So, [PII], yes, last initial [PII]
[CUSTOMER][POSITIVE] So thank you.
[AGENT][NEUTRAL] Mhm. You're welcome and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02336080 ML8
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, [PII] files or flies actually, and [PII].
[AGENT][POSITIVE] Perfect. Thank you. All right, Ms. [PII], we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for our call today?
[AGENT][NEUTRAL] We don't have reference number so you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Perfect. Alright, thank you so much have a wonderful day.
[AGENT][POSITIVE] You as well thank you for calling APR. Have a good day, Mr.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.