AccountId: 011433970860
ContactId: 2a09b45e-71ed-495e-a42d-c41c408d5191
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105580 ms
Total Talk Time (AGENT): 51555 ms
Total Talk Time (CUSTOMER): 26896 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/2a09b45e-71ed-495e-a42d-c41c408d5191_20250310T18:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Hospital. I'm just calling to verify eligibility.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 131.
[CUSTOMER][NEUTRAL] 8731 ML 7
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, they do have one that is currently active. Uh, let me know when you're ready. I can give you that policy number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is 024771.
[AGENT][NEUTRAL] 06.
[AGENT][NEUTRAL] And this policy's effective date was [PII], and again it is currently active.
[CUSTOMER][NEUTRAL] OK, and you said your name was [PII], correct?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Of course, was there anything else I can help you with?
[CUSTOMER][POSITIVE] That's all I appreciate it.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.