AccountId: 011433970860
ContactId: 175ede1d-2fe8-435e-9303-279d0174e6e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101279 ms
Total Talk Time (AGENT): 52886 ms
Total Talk Time (CUSTOMER): 36403 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/175ede1d-2fe8-435e-9303-279d0174e6e7_20250130T19:04_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from Baptist Hospital. I need to verify eligibility for a patient.
[AGENT][POSITIVE] Well, so, it would be a pleasure to assist you. It's been a while since I've talked to you. How are you doing?
[CUSTOMER][POSITIVE] I know, doing good. How are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking. So, what is that callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02264428
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you, and you need eligibility and group number, right? If I recall correctly?
[CUSTOMER][POSITIVE] That's correct, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I am showing that [PII]'s policy is active with the effective date of [PII]. Of course, this is her secondary policy to the policyholders Major Medical.
[AGENT][NEUTRAL] And see that group number is 20691.
[CUSTOMER][NEUTRAL] OK great and I show the mom is the subscriber [PII].
[AGENT][NEUTRAL] She is.
[CUSTOMER][POSITIVE] OK, great. Alright, that's all I needed it was good talking to you.
[AGENT][POSITIVE] Good talking to you too, [PII]. It's always a pleasure to assist you and thank you for calling APL. Hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.