AccountId: 011433970860
ContactId: 2b137e44-bc34-428f-8e72-13538d33c1ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180029 ms
Total Talk Time (AGENT): 59878 ms
Total Talk Time (CUSTOMER): 68699 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/2b137e44-bc34-428f-8e72-13538d33c1ff_20250207T17:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, yes, I'm calling from Baptist Hospital in [PII]. My name is [PII] and I'm just calling to see if a patient's currently active with you guys.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, [PII], and what's that policy number, please?
[CUSTOMER][NEUTRAL] It's 0202546 02502546, my bad.
[AGENT][NEUTRAL] Say that one more time so I got it right. 02.
[CUSTOMER][NEUTRAL] 502-546
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Um, so a different date of birth. Um, can you verify their address?
[CUSTOMER][NEUTRAL] Yeah, give me a sec.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you so much. I just showed a different date of birth and there. I just want to make sure. And um I show her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] Uh, uh, we're an outpatient facility. How much has she used up for her outpatient?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I don't say she's used any of her outpatient benefits for this year.
[CUSTOMER][NEUTRAL] OK. Alrighty. Can you tell me, uh, what your name was [PII], correct?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And what would be the reference number for this call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] And what would be the first letter of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] From like the Guardians of the Galaxy [PII].
[AGENT][NEGATIVE] No, I didn't get it for that.
[AGENT][POSITIVE] Well, yeah, sure, we can use it. I haven't thought about it before.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Alrighty thank you for thank you for the information.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.