AccountId: 011433970860
ContactId: 5bde66ac-33ba-4213-bd24-60961c8cb611
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162460 ms
Total Talk Time (AGENT): 49590 ms
Total Talk Time (CUSTOMER): 67455 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/5bde66ac-33ba-4213-bd24-60961c8cb611_20250430T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm currently calling from Baptist Hospital Urgent Care, and I'm here to verify an insurance that we have here as a secondary, uh, for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you um verify the insurance for the patients. May I please get your callback number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Let me get that for you right now.
[AGENT][POSITIVE] Yes, thank you.
[CUSTOMER][NEUTRAL] My callback number is under [PII]. My extension is under [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth?
[AGENT][NEUTRAL] And policy number.
[CUSTOMER][NEUTRAL] All right. The first name is [PII] Last name [PII] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And was there any other information that you needed?
[AGENT][NEUTRAL] The policy number, please?
[CUSTOMER][NEUTRAL] The policy number is under 1458859ML8.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Her up real quick.
[AGENT][NEUTRAL] I do show that [PII] does have an active with us and her effective date is [PII] and the policy is current.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Perfect. And that's all I need. Um, I just need also a reference number for this call or just your name?
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, ma'am. I appreciate your help today.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a wonderful rest of your week and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright, no problem, bye bye now.
[AGENT][NEUTRAL] Bye bye sir.