AccountId: 011433970860
ContactId: 453cc831-f573-46bd-bbc2-1c9e69dd412d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102889 ms
Total Talk Time (AGENT): 45946 ms
Total Talk Time (CUSTOMER): 29191 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/453cc831-f573-46bd-bbc2-1c9e69dd412d_20250224T14:37_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I was calling to check on the eligibility for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, of course. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, OK. Thank you. And may I have the name of the facility or the doctor's office you're calling from, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it's Baptist Health Medical Group.
[AGENT][NEUTRAL] OK, thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01160376.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII], and it's uh [PII].
[AGENT][NEUTRAL] Alright, thank you, Miss. Sorry. um, let me check and see if I got any old policy. This one is terminated. Bear with me.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Alright, um, no, I did not find any new policy. This one was terminated [PII]. There's no other policies available.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII], for all your help. I hope you have a wonderful day.
[AGENT][POSITIVE] You're welcome you as well, and thank you for calling APR Miss [PII]. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Bye-bye.