AccountId: 011433970860
ContactId: 2e3a0cbd-5d51-467a-985e-088c90db27ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84230 ms
Total Talk Time (AGENT): 50083 ms
Total Talk Time (CUSTOMER): 25393 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/2e3a0cbd-5d51-467a-985e-088c90db27ee_20250307T16:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Baptist Health on a recorded line. I'm just trying to get a member's eligibility information.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] That is 02584203.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That is [PII] and it's 92968.
[AGENT][POSITIVE] All right, thank you. It'd be my pleasure to assist you with eligibility for Mr. [PII]. I'm showing that his policy is active with the effective date of [PII]. This is his secondary policy to his primary insurance. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, just a call reference number.
[AGENT][NEUTRAL] Call reference number would be my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] It's been my pleasure to assist you, [PII]. Thank you for calling APL. Hope you have a wonderful day and a happy weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.