AccountId: 011433970860
ContactId: 44e352af-0d7b-4194-b93b-a189bbfc2728
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133860 ms
Total Talk Time (AGENT): 39679 ms
Total Talk Time (CUSTOMER): 46847 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/44e352af-0d7b-4194-b93b-a189bbfc2728_20250617T13:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I am with um digital registration here at Baptist Health trying to verify a patient's secondary.
[AGENT][NEUTRAL] I can help you with eligibility. Uh, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Our callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes. It's gonna be 026.
[CUSTOMER][NEUTRAL] 18,600, and then M as in mom, and then L as in Larry, and the number 8.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Her name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth please?
[CUSTOMER][NEUTRAL] Oh, her date of birth, sorry, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[AGENT][NEUTRAL] It looks like this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Do you have a reference number?
[AGENT][NEUTRAL] So we don't have call reference numbers. You can use my name and last initial in today's date, so [PII] in today's date.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect. All right.
[CUSTOMER][POSITIVE] No, that would be all. I appreciate it.
[AGENT][POSITIVE] Thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.