AccountId: 011433970860
ContactId: 35934345-16b4-4f50-87b4-e3c05c577d79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87430 ms
Total Talk Time (AGENT): 27140 ms
Total Talk Time (CUSTOMER): 37599 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/35934345-16b4-4f50-87b4-e3c05c577d79_20250414T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling from Baptist Hospital. I wanted to inquire about this patient's eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And my extension is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it's 1449509 M for Mary, L for Larry 5.
[AGENT][NEUTRAL] OK, thank you. And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like this policy is term, but let me see if there is an active policy.
[AGENT][NEUTRAL] Yeah, this is the only policy we have on file. It looks like it terminated [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Got it.
[AGENT][POSITIVE] And anything else I can help with today?
[CUSTOMER][POSITIVE] Alrighty thank you so much for your help. No, that would be it. Thank you for your help, [PII].
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.