AccountId: 011433970860
ContactId: 15d40442-4559-4cf2-add1-c4e23b3fb117
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83500 ms
Total Talk Time (AGENT): 33699 ms
Total Talk Time (CUSTOMER): 26960 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/15d40442-4559-4cf2-add1-c4e23b3fb117_20250516T13:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [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] All right, I'm happy to verify your eligibility. Uh, what's the patient policy number?
[CUSTOMER][NEUTRAL] It is 02134745 ML 8.
[AGENT][NEUTRAL] All right, thank you. Let me just pull this up here.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[AGENT][NEUTRAL] We're the members secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] Perfect, that's all I needed to know [PII], is there a reference number for this call?
[AGENT][POSITIVE] Yeah absolutely call references my name with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome have a good one.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] I