AccountId: 011433970860
ContactId: 486ff4fb-0e3a-41f8-afdc-77db9c8013a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148350 ms
Total Talk Time (AGENT): 37329 ms
Total Talk Time (CUSTOMER): 76839 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/486ff4fb-0e3a-41f8-afdc-77db9c8013a3_20250612T12:42_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. This is [PII] calling from Baptisto Primary Care. How are you today?
[AGENT][POSITIVE] I'm good. How about yourself?
[CUSTOMER][POSITIVE] Good, good, thank you so much. The reason why we call is just to confirm if uh an insurance is or plan is active for one of your members.
[AGENT][NEUTRAL] OK. Happy to check eligibility. What is the number's uh policy number?
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] We have 026101.
[CUSTOMER][NEUTRAL] 26, M as in Mary, L as in Lima.
[CUSTOMER][NEUTRAL] Number 8
[AGENT][POSITIVE] Thank you. And do you have a good call back number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The first name is [PII] with two Ns.
[CUSTOMER][NEUTRAL] The last name is [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] So, patient is active. Effective date is [PII].
[CUSTOMER][POSITIVE] Hello, good morning.
[CUSTOMER][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] So like.
[CUSTOMER][NEUTRAL] OK, from, uh, [PII], correct?
[AGENT][POSITIVE] Mhm. Correct, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. And may I, I obtain a reference number for this call, please?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with today's date. My name again is [PII], that's [PII] Last initial is [PII] and then today's date.
[CUSTOMER][NEUTRAL] OK, so it does say.
[CUSTOMER][NEUTRAL] OK, so I have [PII], [PII].
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect thank you so much sir for your help, OK? I hope you have a great day.
[AGENT][POSITIVE] You're welcome. You too. Bye bye.