AccountId: 011433970860
ContactId: 574ce315-52b4-4e47-a790-f4b935f1398f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160000 ms
Total Talk Time (AGENT): 66237 ms
Total Talk Time (CUSTOMER): 72416 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/574ce315-52b4-4e47-a790-f4b935f1398f_20250502T16:31_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, Ms. [PII]. My name is [PII]. I'm calling from Baptist Health. I was just calling to verify a patient's eligibility benefits.
[AGENT][NEUTRAL] OK, I can help you with eligibility, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]. I can spell it for you.
[AGENT][POSITIVE] [PII], yeah. OK, please. Thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][POSITIVE] OK, thank you [PII]. I like that and he was pretty OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. um, can I please get your callback number, ma'am, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, so the patient's name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] Member ID number is 02472355 [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] OK. And then it looks like she has two last names. I'm not sure.
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII], yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I do show that she has an active policy. The effective date of the policy is [PII], and it is current.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of 20244. And your name is?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] Thank you. Do you have any additional reference number, or just your name?
[AGENT][NEUTRAL] Just my name and today's date.
[CUSTOMER][NEUTRAL] Reference ID number?
[CUSTOMER][POSITIVE] OK. All righty. Thank you very much, Ms. [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Can I help you with anything else before we go?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] Same to you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.