AccountId: 011433970860
ContactId: 23a16d10-9c81-486c-ae05-8c25cafa7b54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100870 ms
Total Talk Time (AGENT): 25064 ms
Total Talk Time (CUSTOMER): 42952 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/23a16d10-9c81-486c-ae05-8c25cafa7b54_20250507T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] from Baptist Hospital. I need to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, 01708000.
[AGENT][NEUTRAL] What was that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And looks like this policy is
[AGENT][NEUTRAL] Effective [PII] and it's currently active.
[CUSTOMER][NEUTRAL] And I show the spouse is a subscriber, [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And the group number I have is 17111.
[AGENT][POSITIVE] Uh, that is correct.
[CUSTOMER][NEUTRAL] And, um, for [PII], do you have her last name as [PII]?
[AGENT][POSITIVE] Yes, we do.
[CUSTOMER][POSITIVE] OK. All right, that's all I needed. Thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.