AccountId: 011433970860
ContactId: 26ca5c85-253a-4a5b-a0f3-0ed709c16dd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142220 ms
Total Talk Time (AGENT): 59355 ms
Total Talk Time (CUSTOMER): 57624 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/26ca5c85-253a-4a5b-a0f3-0ed709c16dd2_20250106T18:27_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 calling um from Baptist Hospital in [PII]. Um, I was wondering if you can help me get eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] I can check eligibility and benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]. That's [PII]. My last name initial is [PII].
[AGENT][POSITIVE] OK, thank you for that. And [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII], that is my direct number.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 021.
[CUSTOMER][NEUTRAL] 66977.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Um, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have an active policy, might just be a different policy number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, they do not, this was the last policy they had with us.
[CUSTOMER][NEGATIVE] So they do not have you guys anymore.
[AGENT][NEUTRAL] Correct, it did terminate [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Of [PII]. OK, perfect. And um can I get a reference number and your name, please?
[AGENT][NEUTRAL] Yeah, um, the reference number would just be, yeah, it'd just be my first name, last initial, and today's date, so my name is spelled [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] For the call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you so much, [PII]. I appreciate it. Have a great day.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. You too, bye bye.
[CUSTOMER][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] You too. Bye-bye.