AccountId: 011433970860
ContactId: 3e664374-11d0-47aa-b827-788de103825f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105239 ms
Total Talk Time (AGENT): 48372 ms
Total Talk Time (CUSTOMER): 29923 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/3e664374-11d0-47aa-b827-788de103825f_20250616T19:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] from Baptist Hospital. I need to verify eligibility for a patient.
[AGENT][POSITIVE] OK, well I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 246-666-2.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] And she is the policyholder, correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And what is the group name and group number?
[AGENT][NEUTRAL] Um, the group number is 263-27.
[AGENT][NEUTRAL] The group name is F like Frank, T like Tom, G like girl, Ortho.
[AGENT][NEUTRAL] PLLC.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] That's all I needed, thank you for your help.
[AGENT][POSITIVE] You're very welcome, too. Thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.