AccountId: 011433970860
ContactId: 296111dc-09c3-4139-977b-e74a7ffc6eb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119459 ms
Total Talk Time (AGENT): 43448 ms
Total Talk Time (CUSTOMER): 35095 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/296111dc-09c3-4139-977b-e74a7ffc6eb4_20250423T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need to see if I can uh check eligibility for a patient.
[AGENT][NEUTRAL] Of course, I can help you with the eligibility today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I have 025.
[CUSTOMER][NEUTRAL] 17954
[AGENT][POSITIVE] OK. Perfect.
[AGENT][NEUTRAL] And then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK, so it looks like the policy is no longer active.
[AGENT][NEUTRAL] Uh, the effective date is [PII].
[AGENT][NEUTRAL] And the date paid to is [PII].
[CUSTOMER][NEUTRAL] Oh yeah, my data service covers 1114 of 24.
[AGENT][POSITIVE] Wow. OK. Good.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That's right, that's just what I needed thank you.
[AGENT][POSITIVE] Yeah, you're welcome. Can I get your name, please?
[CUSTOMER][NEUTRAL] Oh yes, [PII].
[CUSTOMER][NEUTRAL] And I'm with Baptist Health.
[AGENT][NEUTRAL] OK. OK, [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's all, thank you.
[AGENT][POSITIVE] OK, yeah, thanks for calling APO have a good day.
[CUSTOMER][POSITIVE] Uh, you too, thanks.
[AGENT][NEUTRAL] OK. Uh-huh, bye.