AccountId: 011433970860
ContactId: 1fee0a7f-cdbf-480b-9ce4-592f59bf52d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92900 ms
Total Talk Time (AGENT): 37939 ms
Total Talk Time (CUSTOMER): 44232 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/1fee0a7f-cdbf-480b-9ce4-592f59bf52d6_20250514T13:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. My name is [PII]. I'm calling from Baptist Health Medical Group. Just calling really quickly to confirm if this insurance for the patient is active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Correct, yes. I'm sorry, what was your name? I didn't get it.
[AGENT][NEUTRAL] Oh, it's [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're welcome. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. So, it starts as 02413481, the letter M as in Mary, and then L as in Louis and the number 8.
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. Oh, excuse me, and [PII], verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII]'s name is [PII] um [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much. I just need to get the confirmation.
[AGENT][POSITIVE] OK, well thank you so much.
[CUSTOMER][NEUTRAL] Is there a reference number you're able to provide me?
[AGENT][NEUTRAL] Oh I'm sorry. I, if you like, you may use my name with today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much have a good day.
[AGENT][POSITIVE] You too, thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye bye.