AccountId: 011433970860
ContactId: 21cf6d1d-629c-46e0-a6b6-d661345d98f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90680 ms
Total Talk Time (AGENT): 42566 ms
Total Talk Time (CUSTOMER): 34612 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/21cf6d1d-629c-46e0-a6b6-d661345d98f4_20250317T15:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII] with Baptist Health Medical Group. Did you say [PII]?
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] Oh, sorry.
[CUSTOMER][NEUTRAL] I just need to verify eligibility on a patient.
[AGENT][POSITIVE] It's OK, no problem.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] and that is correct.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01332956
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII] and you just need eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. We have an effective date of [PII]. It is active at the moment.
[CUSTOMER][NEUTRAL] And it's still active?
[AGENT][NEUTRAL] Yes, it is active at the moment. Mhm.
[CUSTOMER][POSITIVE] Alright, if I can get a call reference I'd appreciate it.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's day if you will. Do you need um any other information or the spelling of my name?
[CUSTOMER][POSITIVE] That's it. I just need to get, just need to get this claim into you all. Thank you very much. You have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You as well, Miss [PII] and thank you for calling APL. You're welcome. Bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm bye.