AccountId: 011433970860
ContactId: 14ccdd6e-7199-4a0b-b870-98bdd09c25cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105860 ms
Total Talk Time (AGENT): 47269 ms
Total Talk Time (CUSTOMER): 36321 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/14ccdd6e-7199-4a0b-b870-98bdd09c25cf_20250207T14:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to verify eligibility for member.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] Male. I'm calling from Baptist Hospital.
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, that is 022.
[CUSTOMER][NEUTRAL] 10572.
[CUSTOMER][NEUTRAL] Um, and then there's three letters ML 8.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And you said you need eligibility. 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][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alright, thank you. And uh can I get your name and a reference number for the call, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. My name is [PII], that's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK