AccountId: 011433970860
ContactId: 1151a208-4db5-4a80-84a1-1aaa5296af80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126599 ms
Total Talk Time (AGENT): 45248 ms
Total Talk Time (CUSTOMER): 73729 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/1151a208-4db5-4a80-84a1-1aaa5296af80_20250318T16:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes. Hi. My name is [PII]. I'm with Baptist Memorial Hospital. I'm calling to verify eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 000008150775.
[AGENT][NEUTRAL] Mm, OK, um, Ms. [PII], that's not pulling anything up in my system. Um, do you have the copy of the card?
[CUSTOMER][POSITIVE] Yes, I do. Let me pull it up. I had it here.
[CUSTOMER][NEUTRAL] But it, I'm assuming it's the same as what was listed but let's make sure, OK.
[CUSTOMER][NEUTRAL] Alright, so there's 500.
[CUSTOMER][NEUTRAL] And then in 881-50775.
[AGENT][NEUTRAL] And that card is from APL.
[CUSTOMER][NEUTRAL] American Republic Insurance Company, is that not you all?
[AGENT][NEUTRAL] No, that's a different company, [PII].
[CUSTOMER][POSITIVE] Oh, OK. I, I do apologize. Thank you. That explains it. OK. All right. Take care. Have a good day.
[AGENT][POSITIVE] It's OK. No problem, it's OK.
[AGENT][POSITIVE] You too. Is there anything else I may help you with today? Any other members you need to check on? OK. You have a good day, Ms. [PII]. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, that's it. Thank you. OK. All right. Bye-bye.