AccountId: 011433970860
ContactId: 4c954cb8-3f60-41d7-9ba7-55e824713ff5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154750 ms
Total Talk Time (AGENT): 40690 ms
Total Talk Time (CUSTOMER): 36160 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/4c954cb8-3f60-41d7-9ba7-55e824713ff5_20250616T19:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] from Baptist Hospital. Um, I needed to see if the patient has an active policy.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you have the policy number for that patient?
[CUSTOMER][NEUTRAL] The number I have is 02039821.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] This one terminated [PII]. Let me check this other. I wanna make sure it's not active.
[AGENT][NEUTRAL] OK, it looks like he does have a new policy that's effective [PII] and active. Let me give you that number.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 02640199.
[CUSTOMER][NEUTRAL] And he's the policyholder?
[AGENT][NEUTRAL] He is, yes.
[CUSTOMER][NEUTRAL] And what is the group name and number?
[AGENT][NEUTRAL] The group name is
[AGENT][NEUTRAL] It's Solution Construction Inc.
[AGENT][NEUTRAL] And that group number is 27122.
[CUSTOMER][NEUTRAL] 27122.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, great, that's all I needed thank you for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.