AccountId: 011433970860
ContactId: 32475568-6da6-4a9f-b9e0-bc3ed9436a9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125910 ms
Total Talk Time (AGENT): 45979 ms
Total Talk Time (CUSTOMER): 50420 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/32475568-6da6-4a9f-b9e0-bc3ed9436a9f_20250502T15:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Baptist Hospital. Just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with the eligibility. May I please get your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's first name is [PII]. Last name is [PII]. Let me know when you're ready and I'll spell it for you.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] [PII] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And then their member ID number, I have is 02443493ML8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][POSITIVE] All right, I do show that [PII] does have an active policy, and the effective date of the policy is [PII] and everything is current.
[CUSTOMER][NEUTRAL] Perfect and then can I have the reference number for the call?
[AGENT][NEUTRAL] Yes, you can use my name [PII].
[AGENT][NEUTRAL] TOY and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome Miss [PII] is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yes, that's all. Thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.