AccountId: 011433970860
ContactId: 1067ddb7-8434-427d-b930-ed864daba0b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108529 ms
Total Talk Time (AGENT): 39997 ms
Total Talk Time (CUSTOMER): 36478 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/1067ddb7-8434-427d-b930-ed864daba0b3_20250219T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health Medical Group. I just needed to verify eligibility for a patient, please.
[AGENT][NEUTRAL] Hey Miss [PII], I can help you with eligibility, um.
[AGENT][NEUTRAL] May I please get your callback number just in case our call is dropped.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII] and policy number is 1979903.
[AGENT][NEUTRAL] OK, can you repeat that policy number for me one more time please?
[CUSTOMER][NEUTRAL] Yes, 1979903.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I see that [PII] does have an active policy with us and his effective date is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much um that's all that I needed is there a reference number for this call?
[AGENT][NEUTRAL] Yes ma'am you can use my name and to.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm sorry, your name and today's date?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK perfect OK thank you [PII] thank you for your help.
[AGENT][POSITIVE] You're very welcome, have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you so much take care bye bye.