AccountId: 011433970860
ContactId: 41814029-5e34-4bdb-9371-5b2125cfe162
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102629 ms
Total Talk Time (AGENT): 38926 ms
Total Talk Time (CUSTOMER): 43490 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/41814029-5e34-4bdb-9371-5b2125cfe162_20250423T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling with uh Baptist Primary Care. I need to, um, confirm eligibility please.
[AGENT][POSITIVE] Yeah, of course, I can help you with eligibility. See.
[CUSTOMER][NEUTRAL] On a patient.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have, um, it's 01947627.
[CUSTOMER][NEUTRAL] M like man, L like Larry, the number 8.
[AGENT][POSITIVE] OK perfect and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] It's area code [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No, you're welcome.
[AGENT][NEUTRAL] And then the patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK. So it looks like the policy is currently active. The effective date is [PII].
[CUSTOMER][NEUTRAL] So that was [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, [PII], and um do you have a reference number for this call?
[AGENT][NEUTRAL] Yes, so it's my first name, [PII]
[AGENT][NEUTRAL] Last initial [PII] and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much I appreciate your help have a good day.
[AGENT][POSITIVE] Yeah, thanks for calling APL you too.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] OK