AccountId: 011433970860
ContactId: 4ebc807d-02b8-444d-a1a8-1bb4a9401930
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70099 ms
Total Talk Time (AGENT): 28770 ms
Total Talk Time (CUSTOMER): 23997 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/4ebc807d-02b8-444d-a1a8-1bb4a9401930_20250624T17:47_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Hospital to verify eligibility for a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today. I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01947531
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, no benefits are needed, just checking the eligibility. Thank you though.
[AGENT][NEUTRAL] OK, is there anything else I can assist with today?
[CUSTOMER][POSITIVE] That's all. I appreciate your help, [PII].
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye