AccountId: 011433970860
ContactId: 368b0bfa-ce14-49d5-9b3f-d222ed247ff9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212729 ms
Total Talk Time (AGENT): 83991 ms
Total Talk Time (CUSTOMER): 71680 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/368b0bfa-ce14-49d5-9b3f-d222ed247ff9_20250203T15:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is. How can I help you?
[CUSTOMER][NEUTRAL] Thank you. Uh, I can barely hear you. Could you repeat your name, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, thank you. My name is [PII]. I'm calling from Baptist Hospital. I'm eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] I'm sorry, are you on speakerphone because I can barely understand what you're saying. What is your name again?
[CUSTOMER][NEUTRAL] OK, [PII] and I need to verify a patient.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is your callback number if we are disconnected please? Thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm so sorry, that was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you. I'm sorry, I can barely hear you. What is the policy number, please?
[CUSTOMER][NEUTRAL] 02300711 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], they appeared [PII].
[AGENT][NEUTRAL] OK, I'm sorry, can you please, um, uh, are you on speakerphone? I'm sorry, [PII].
[CUSTOMER][NEUTRAL] No, no, ma'am. I'm not in the speaker.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the patient's name and date of birth again, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Let me repeat that policy number as I heard it. That was 02, I'm sorry.
[CUSTOMER][NEUTRAL] My [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I'm about to repeat the policy number so I can assist you, OK? Is that OK?
[CUSTOMER][NEUTRAL] OK. Yes.
[AGENT][NEUTRAL] OK, thank you. 02307711 ML 8. Is that correct?
[CUSTOMER][NEUTRAL] It's not 77, it's 07.
[AGENT][NEUTRAL] 023 0711
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 02300711 ML 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold, OK? One moment, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you so much for your patience. In regards to eligibility and benefits, the patient showed effective as of [PII], this policy term [PII]. I do not show an active policy on file.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK. Can you please give me the um the reference number for this call?
[AGENT][NEUTRAL] We do not use reference numbers. You can use my name, [PII], last initial [PII], and today's date. Anything else I can assist you with, please?
[CUSTOMER][POSITIVE] No, that's all. Thank you very much. Have a good day.
[AGENT][POSITIVE] Thank you for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] Bye.