AccountId: 011433970860
ContactId: 1102a4a2-00d3-4bc6-88ea-d6b9b4d752fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100529 ms
Total Talk Time (AGENT): 36878 ms
Total Talk Time (CUSTOMER): 37610 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/1102a4a2-00d3-4bc6-88ea-d6b9b4d752fe_20250613T17:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Hospital. I need to verify eligibility for a patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02255827
[AGENT][POSITIVE] 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 he is the policy holder, correct?
[AGENT][NEUTRAL] Yes, ma'am, he is.
[CUSTOMER][NEUTRAL] And for his last name, do you only have [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Um, and for a group number, I have 25668.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] OK, that's all I needed thank you for your help.
[AGENT][POSITIVE] You're very welcome. Well thanks so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you, you too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.