AccountId: 011433970860
ContactId: 2ec0b4e7-7aab-491d-9802-4d835872354f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172050 ms
Total Talk Time (AGENT): 45035 ms
Total Talk Time (CUSTOMER): 109800 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/2ec0b4e7-7aab-491d-9802-4d835872354f_20250616T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, yes, I'm calling from Baptist Hospital in [PII]. My name is [PII], and uh I'm just calling uh to see if a patient is currently active with you guys.
[AGENT][NEUTRAL] OK, [PII], I can help with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for the patient?
[CUSTOMER][NEGATIVE] all nervous
[CUSTOMER][NEUTRAL] Uh yes, 022 0463.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, I, well, his first name is pretty weird. It's [PII] and his last name is [PII].
[CUSTOMER][NEUTRAL] I mean I'm not
[AGENT][NEUTRAL] OK, and what was the policy number again?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] 0240463.
[CUSTOMER][NEUTRAL] The wine store here nearby.
[AGENT][NEUTRAL] 0240463
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] 02240463.
[CUSTOMER][NEGATIVE] Oh wait oh try this 10 wait, but that was inactive.
[CUSTOMER][NEUTRAL] That was in uh that was supposed to be the active one.
[AGENT][NEUTRAL] OK, wait, I think
[AGENT][NEUTRAL] OK, give me just.
[CUSTOMER][NEUTRAL] So while she's doing the sales.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] to pick up.
[AGENT][NEUTRAL] Uh, I've got the policy active and effective [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, can you tell me how much they uh use because, uh, they have like a plan limit, right?
[AGENT][NEUTRAL] Uh, yes, let me get that pulled up.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] [PII] says that makes me sound super desperate, you know, I was saying that.
[CUSTOMER][NEUTRAL] my shot, seeing my goals.
[CUSTOMER][NEUTRAL] Care if she said yes or no. That's where it comes if I really want it and I wanna say like.
[AGENT][NEUTRAL] Uh, not a guarantee of payment, basic outline of the policy. They have 7900 per calendar year, and they have used.
[CUSTOMER][NEUTRAL] that was the thing.
[CUSTOMER][POSITIVE] It is bro bro trust me.
[CUSTOMER][NEUTRAL] First off I was like
[AGENT][NEUTRAL] Uh, looks like they have used all of it, 7900.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alrighty, uh, what's your name, ma'am?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Well, [PII] and what will be a call back, uh, what'll be the reference number for this call?
[AGENT][NEUTRAL] That's my name is [PII], and today's date.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Alrighty thank you have a great day.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye bye.