AccountId: 011433970860
ContactId: 2d8e61a9-af02-406a-868b-a68f5f02afb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85010 ms
Total Talk Time (AGENT): 39843 ms
Total Talk Time (CUSTOMER): 25137 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/2d8e61a9-af02-406a-868b-a68f5f02afb9_20250625T15:06_UTC.wav
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[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 calling to verify eligibility for a patient.
[AGENT][POSITIVE] I'm sure [PII], I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02581906
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] No benefits are needed, just checking the eligibility thank you though.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. I appreciate your help today.
[AGENT][POSITIVE] Yeah, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you too. Bye-bye.
[AGENT][POSITIVE] Thank you.