AccountId: 011433970860
ContactId: 4d0f3ea6-2d8a-466a-92f3-8c711a3e7b4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75099 ms
Total Talk Time (AGENT): 33874 ms
Total Talk Time (CUSTOMER): 29519 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/4d0f3ea6-2d8a-466a-92f3-8c711a3e7b4f_20250620T16:33_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], good afternoon. I'm calling from Baptist Health Medical Group. I just needed eligibility for a patient, please.
[AGENT][POSITIVE] Alright, I'm happy to check eligibility. Can I get their policy number?
[CUSTOMER][NEUTRAL] Yep, 026100072.
[AGENT][NEUTRAL] Thank you. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. So patient is active. Effective date is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alrighty, is there a future termination date by chance?
[AGENT][NEUTRAL] There is not they're still active at this time so there's no determination.
[CUSTOMER][NEUTRAL] OK, great, thank you for that. Can I have your name again and a reference number for this call, please?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yeah, call reference is my name with today's date. My name again is [PII], that's [PII] and then today's date.
[CUSTOMER][POSITIVE] Perfect. All right, thank you so much for your time, [PII].
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.