AccountId: 011433970860
ContactId: 35ada698-4a07-43d7-92d4-a47fe1ba2fd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85000 ms
Total Talk Time (AGENT): 40209 ms
Total Talk Time (CUSTOMER): 34189 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/35ada698-4a07-43d7-92d4-a47fe1ba2fd0_20250312T17:45_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling from Baptist Hospital, calling just to verify patient's eligibility.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] The call back at [PII].
[CUSTOMER][NEUTRAL] And the patient's policy number is 02568979ML8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth for me, [PII], and I'll be able to assist you with eligibility.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility for what place of service inpatient, outpatient office visit?
[CUSTOMER][NEUTRAL] It's just eligibility to make sure the patient's insurance is active.
[AGENT][NEUTRAL] This policy is a gap insurance and it has been active since [PII] and it's currently active. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, that's it, just the reference number please.
[AGENT][NEUTRAL] We don't provide those [PII]. You can use my name in today's date as a reference. My name is [PII], and today's date is a reference. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Goodbye.