AccountId: 011433970860
ContactId: 5f94c048-623d-47eb-ad38-cf4d5f80ae59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87419 ms
Total Talk Time (AGENT): 33619 ms
Total Talk Time (CUSTOMER): 36441 ms
Interruptions: 0
Overall Sentiment: AGENT=4.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/5f94c048-623d-47eb-ad38-cf4d5f80ae59_20250508T13:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Hospital. I need to verify eligibility for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] And the policy number 00974347.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] And she is the policy holder, correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And the group number I have is 16172.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, that's all I needed. Thank you for your help.
[AGENT][POSITIVE] You're welcome so. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you, you too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.