AccountId: 011433970860
ContactId: 3a6d45e6-f9af-4f45-891e-3c5bf581689a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107559 ms
Total Talk Time (AGENT): 46919 ms
Total Talk Time (CUSTOMER): 47580 ms
Interruptions: 1
Overall Sentiment: AGENT=3.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/3a6d45e6-f9af-4f45-891e-3c5bf581689a_20250109T20:37_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] calling from Baptist Hospital in [PII], wanting to verify, if possible, eligibility for a patient that was already seen on the [PII] of this month.
[AGENT][POSITIVE] Yeah, hey, I'd love to help you with some eligibility and did you say your name was [PII]? did I catch that correct?
[CUSTOMER][POSITIVE] You got it, yep.
[AGENT][POSITIVE] Thank you and do you mind if I snack a good call back number from you?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Wonderful and your the policy number for your patient?
[CUSTOMER][NEUTRAL] Yes, it is 02464971 ML 8.
[AGENT][POSITIVE] Thank you I appreciate you taking the time to do that for me and.
[AGENT][NEUTRAL] If you could please verify your patient's first and last name and date of birth.
[CUSTOMER][NEUTRAL] Yes, it is um Miss [PII].
[AGENT][NEUTRAL] And you said her name was [PII]?
[CUSTOMER][NEUTRAL] No, I think, I'm sorry, [PII] Yeah.
[AGENT][NEUTRAL] [PII], oh, OK, I'm sorry. I misheard you, my bad. And what was her date of birth?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you so much. She is current and active and she's been effective with us since [PII].
[CUSTOMER][NEUTRAL] Perfect and may I have a reference number for the call?
[AGENT][NEUTRAL] Oh, you betcha. It's gonna be my name, [PII], first initial last name, [PII], in today's date.
[CUSTOMER][POSITIVE] Perfect thank you [PII] I appreciate it.
[AGENT][POSITIVE] My pleasure thank you.
[CUSTOMER][POSITIVE] Have a good one.
[AGENT][NEUTRAL] You too bye bye.