AccountId: 011433970860
ContactId: 452d975d-93d4-4084-8197-98dfe48a7e89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96519 ms
Total Talk Time (AGENT): 53238 ms
Total Talk Time (CUSTOMER): 30143 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/452d975d-93d4-4084-8197-98dfe48a7e89_20250609T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you. My name is [PII]. I'm calling from Baptist Hospital. I need to verify eligibility and benefits for a patient, please.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 1,448,770 M as in Mary L as in Larry 5.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], the [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and this policy expired on [PII], and I'm not showing any active policies in the system.
[CUSTOMER][NEUTRAL] OK, perfect. Can you please give me the reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] Last initial is [PII] and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, thank you very much. You too. Have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL um bye.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] Mm thanks.