AccountId: 011433970860
ContactId: 1f6e0d7e-33b6-4a9c-a6ef-2de6397353ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102769 ms
Total Talk Time (AGENT): 50920 ms
Total Talk Time (CUSTOMER): 43909 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/1f6e0d7e-33b6-4a9c-a6ef-2de6397353ae_20250430T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling from Baptist Hospital just to confirm eligibility.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility. Do you have a policy number for your patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, I do let me know when you're ready.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Alrighty, it's 01920723 ML 8.
[AGENT][NEUTRAL] Thank you. And then for documentation, can I get your first name and then a callback number, please?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and a callback number would be [PII].
[AGENT][NEUTRAL] Thank you, [PII] and the patient name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We're the members secondary insurance, so this will pick up deductible, co-pay, and co-insurance of primary does not.
[CUSTOMER][NEUTRAL] So he can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, and do you by any chance have a reference number?
[AGENT][NEUTRAL] Yes, ma'am. Uh so call reference is gonna be my name with my last initial and then today's date. My name again is [PII], that's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] OK, and today's date, right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] have a wonderful day.
[AGENT][NEUTRAL] You too bye bye.