AccountId: 011433970860
ContactId: 268e0790-addd-4371-982b-e5ffd77c1bc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94419 ms
Total Talk Time (AGENT): 37017 ms
Total Talk Time (CUSTOMER): 48106 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/268e0790-addd-4371-982b-e5ffd77c1bc9_20250116T16:15_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], good morning. Yes, my name is [PII] calling from Baptist Hospital in [PII]. I wanting to verify if possible eligibility for a patient who was seen on the [PII] of this month.
[AGENT][NEUTRAL] I can certainly look at the eligibility. What's that policy number, please?
[CUSTOMER][NEUTRAL] Um, it is 02555927 ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, it is Ms. [PII], um, [PII].
[AGENT][POSITIVE] I do appreciate that. Um, if I could have a callback number please, the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. It's active for the date of service that you're, that you're referring to. Now, is there anything else like benefits that I can help with on this policy?
[CUSTOMER][NEUTRAL] Um, the only other thing was, is there a group name or and or group number attached to the plan?
[AGENT][NEUTRAL] Yes, the group number is 16446.
[AGENT][NEUTRAL] And that's Marlin Engineering, Marlin like the fish.
[AGENT][NEUTRAL] Engineering.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, perfect. Alrighty, thank you, Miss [PII]. I appreciate your time on this.
[AGENT][POSITIVE] Mhm well thanks for contacting AP have a good one.