AccountId: 011433970860
ContactId: 13cafa73-e35b-4732-b0ac-0d89bbe453d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75839 ms
Total Talk Time (AGENT): 37231 ms
Total Talk Time (CUSTOMER): 30011 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/13cafa73-e35b-4732-b0ac-0d89bbe453d5_20250415T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health in [PII]. I have a patient that's coming in next week and he has this insurance. I just wanna verify that it's active.
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02597084.
[AGENT][NEUTRAL] Alright thank you let me pull this up here.
[AGENT][NEUTRAL] And if I can get [PII] the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII] last name [PII] [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Uh, the effective date on here is [PII].
[CUSTOMER][NEUTRAL] Perfect and then is there a call reference number?
[AGENT][NEUTRAL] Absolutely. Call reference would be my name with my last initial and then today's date. My name again is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII]. Alrighty, sir, you were so helpful. Thank you so much.
[AGENT][POSITIVE] My pleasure have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.