AccountId: 011433970860
ContactId: 4135b545-fa37-4ece-8a73-de8ef04b1b01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78970 ms
Total Talk Time (AGENT): 44248 ms
Total Talk Time (CUSTOMER): 32558 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/4135b545-fa37-4ece-8a73-de8ef04b1b01_20250307T15:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], I need to get eligibility on an individual.
[AGENT][POSITIVE] It would be my pleasure to assist you with that eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] It's [PII]. I'm calling from Baptist Primary Care in [PII].
[AGENT][POSITIVE] All right, thank you, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] and there's no extension.
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it's 02584203.
[AGENT][NEUTRAL] And what is the patient's name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] It's uh [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] All right, and it'd be a pleasure to assist you with eligibility for Mr. [PII]. I am showing that his policy is active. Effective date is [PII], and this is a secondary policy to his primary insurance. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] All right then.
[CUSTOMER][POSITIVE] No, that's it. You were very helpful thank you.
[AGENT][POSITIVE] My pleasure to help you with that eligibility. Thank you for calling APL. Hope you have a lovely weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye.